Customer Care Order Resolution Specialist
Hoya · Lewisville
SUMMARY
Centralized function whereby an individual will work the DVI edit buckets for multiple labs. Will require customer outreach to secure answers to issues that caused the order to not be able to be processed. Individuals will work WCB, CCB, and all other edit queues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary Duties
- Support customers across all Hoya labs. Will not be centered on one particular lab but will be a centralized team supporting the Customer Care enterprise.
- Identify issues with orders that couldn’t be processed, correct the order, and submit for processing.
- Contact customers where the issue resolution requires customer input.
- Identify alternative solutions to offer customers, or that will help release the order for processing.
- Engage CS for lab if lab considerations or specific customer contact are needed. Inform CS a job is waiting for their action.
- Be comfortable working with CS and lab employees in all labs
- Document interactions or any significant order modifications in account notes in DVI.
- Keep abreast of products and availability.
- Will be measured on keeping queues up to date and orders moving into the labs.
- May be asked to support phone or email inbound coverage in situations of emergency.
QUALIFICATIONS
Experience
- High School Diploma
- Familiarity with DVI
- Familiarity with Hoya products is a plus
- Optical experience recommended
- DVI knowledge
- Hoya products
- Lab processes
- Strong partnership skills to work with CS and operational teams
- Solid written language skills—good grammar, sentence structure, clarity
- Ability to communicate effectively through the written word
- Able and willing to work as a team.
- Good communication skills, problem-solving, and follow-through.
- Must be able to work overtime when needed
Knowledge, Skills, and Abilities
Must be able to read and write English
HOYA Group: Founded in 1941 in Tokyo, Japan, HOYA Corporation is a global technology and med-tech company and a leading supplier of innovative high-tech and medical products. HOYA’s divisions and business units research and develop products utilized in the healthcare and information technology fields. In the healthcare field, we provide medical device products such as eyeglasses, medical endoscopes, contact and intraocular lenses, orthopedic implants, surgical/therapeutic devices and medical device reprocessing and disinfection solutions. In the information technology field, we provide products such as optical lenses, photomasks and blanks used in the manufacturing process for semiconductor and LCD/OLED devices, text-to-speech, human resources and other software solutions and critical components for the mass memory and cloud storage industries. With over 150 offices and subsidiaries worldwide, HOYA currently employs a multinational workforce of 37,000 people.
HOYA Vision Care: As a global leader in optical technology, HOYA Vision Care is dedicated to providing innovative vision care solutions for every stage of a patient’s life. A steadfast partner to Eye Care Professionals around the world, it stands at the forefront of optical excellence. With a global presence, consisting of 43 laboratories and a growing team of 20,000 employees, HOYA Vision Care delivers innovative lenses and other vision care solutions to millions of people in 110 countries.
We focus on a better tomorrow, today. You can become part of our story. HOYA Vision Care is the place where you can act according to your strengths and evolve according to your aspirations. It’s a place where you can shape the way you work, guided by our CLEAR Values, and empowered by generations of expertise. You can get involved in our sustainability initiatives and choose to become a One Vision ambassador. You can give back the gift of sight to people all over the world by deciding to work with us.
We welcome people who challenge us to become better, who share our sense of purpose and who embrace growth so that our vision and mission align. We invite you to find out more, and together we can continue to provide vision for a lifetime.