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