Hoya Optical Labs of America

Shift Time: 8:30AM - 5:00PM

SUMMARY

Hoya is a global leader in Optical Lens Manufacturing. The incumbent is responsible to oversee and take an active role in customer outreach and proactive notification activities across Canada. This position will report to the Sr. National Customer Care Manager and work closely with the US Partner Outreach team to share resources and align direction. Incumbent will apply a predictive focus to account health and retention through new customer onboarding, key account support and delay notifications.

JOB RESPONSIBILITIES

• Drive and take part in initiatives to call customers for delayed orders across Canada.
• Handle jobs centrally (from Headquarters) for all labs and all accounts, regardless of sales market or lab location.
• Communicate and partner with labs to resolve late job situations.
• Oversee and take part in the delivery of white glove treatment to Key/New/Critical accounts including customer education as needed.
• Keep accurate records of all conversations and order (job) related actions – use DVI promise dates and make notes in the job record of actions taken during the process.
• Engage with ECPs to find alternative solutions if a change in the nature of the order/job might help move the job through the lab process expeditiously.
• Recognize potential customer dissatisfaction with our services and provide appropriate solutions to rectify all issues.
• Help with any projects or issues that may arise throughout the Customer Experience team as needed.
• Onboard new accounts as part of a cross-functional enterprise launch team
• Assist leaders in outbound calls such as CCB, TIP, FCCB, and follow up buckets, coordinating team to handle. Take part where needed.
• Work effectively with CC and other leaders to get support and participation on the above and other outreach activities throughout Canada and successfully manage the areas for improvement.
• Help CC team with inbound duties where necessary.

COMPETENCIES

Oral Communication - Speaks clearly and persuasively in positive or negative situations.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs.

Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Judgment - Displays willingness to make timely decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

EDUCATION AND QUALIFICATIONS

• Bachelor's degree from a college or university or equivalent experience strongly preferred; 3 years of Optical industry knowledge with a strong working knowledge of eyeglass lens lab production strongly preferred. Call Center Customer Service experience is a plus.
• Must be a creative problem solver and willing to own resolution and possess the ability to verbally communicate accurately and professionally to our customers /providers and to all levels of management. Must enjoy customer interactions and be comfortable dealing with a variety of personalities; having difficult conversations particularly with customers who may be frustrated.
• Must be comfortable utilizing technology to drive performance and record work; thorough knowledge of the DVI System is recommended and preferred. Strong working knowledge of Microsoft Word and Excel beneficial. Must be able to troubleshoot lab tray flow as well as optical problems and be able to complete projects in a timely manner.

PHYSICAL DEMANDS

• Office environment requires the ability to operate standard office equipment such as computers, keyboards, and photocopiers.
• Sedentary work, regularly required to remain seated in a normal position for long periods of time.
• Ability to walk short distances while carrying small objects.
• Substantial motions of the wrists, hands, and/or fingers
• Required to have good vision to perform tasks on a computer and paper.
• Regularly required to talk and hear, verbally express information or instructions

Not Exclusive:

The duties outlined in this document are not limited to what is presented and are not exclusive. You may be asked from time to time to perform additional duties by your supervisor or another member of management

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.

Driven by a passion for partnership as well as innovation, HOYA has been a partner to Eye Care Professionals for over 75 years, enabling them to give people the greatest gift, the gift of vision. We provide Eye Care Professionals with the lenses, consultation solutions and other services that help them to develop their practice while changing the way people see the world. We see them as visionaries, and everything we do is for them. Founded in Japan in 1941, today, HOYA has a presence in over 80 countries across the globe.

• © Oracle CorporationTermsLegal Notices
• Use control and scroll to zoom the map
• Use two fingers to move the map
• 21-3300 Ridgeway Drive, Mississauga, ONT, CA
• Copy to Clipboard