What are the responsibilities and job description for the Customer Service Representative position at Hoya?
Join The HOYA Vision Care Team!
For over 60 years, HOYA Vision Care has been a passionate leader in optical technology innovation. As a manufacturer of high quality, high performing eyeglass lenses, we continuously aim to bring the best possible vision care solutions to eye care professionals.
We are currently hiring a Customer Service Representative
Shift: Monday-Friday 8:30am - 5pm
What's in it for you?
- Health/Dental/Vision/Disability Insurance
- Tuition Reimbursement
- 401K plans
- PTO and Paid Holidays
- And more!
SUMMARY:
Provide courteous and efficient service to our customers who place orders for stock lenses from our Distribution Center and conducts business in a manner consistent with HOYA values.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answer incoming calls from accounts help them with placing their stock order, substituting any lenses that may be out of stock when approved by account, and addressing any issues, questions, or concerns they may have.
- Enter new RX jobs into DVI, re-process Dr. Redo-RX changes, and any warranties that are permitted by company policy.
- Issuing requested RMAs to customers once Management has approved the lens return, which on some may require to get a list of all lenses account wants to return and the value when requested by management.
- Cancel any backorders an account may have but only when requested by the account.
- Sort all pick tickets from previous day in alphabetical order and place in designated area.
- Sort customer invoices from previous day, stuff envelopes, and ship to accounts.
- Input fax orders in a timely manner and call accounts if you encounter any problems with their order.
Secondary Duties (Lab Call Center Support)
- Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo's, technical questions, and conduct outbound calls
- Manage Customer late lists, moving late jobs through lab and communicating with customers.
- Proactively communicates with customer and HOYA personnel regarding order status, product availability, product information, credit status, and regulatory issues.
- Coordinates activities with lab personnel, credit, distribution, shipping and other HOYA departments and locations, as needed, to ensure timely shipments of orders.
QUALIFICATIONS
- High School Diploma
- 2 years of telephone customer service experience is preferred
- Optical experience is preferred
- Must be able to memorize large amounts of data and codes
