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.
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.