HOYA and Seiko Driven by passion for innovation and development, Hoya Vision is constantly moving boundaries. By use of extensive research and cutting- edge technology we provide tailored optimized experiences - both for the eye care professional and the spectacle wearer.

Job Title: Partner Outreach (Proactive Notification) Specialist

Department: Customer Experience Team

Reports To: Supervisor, Partner Outreach

FLSA Status: Nonexempt

Position Objective:

The Customer Service, Proactive Notification Specialist provides consistent, proactive communication to customers regarding status of their jobs. The specialist delivers outstanding customer service by proactively contacting providers of delayed orders on a daily basis. The specialist is responsible for understanding the status of the customer's order within the lab, addressing delays to get jobs moving, and contacting customers to relay job information.

Essential Duties and Responsibilities include the following:

Primary Responsibilities:

• Call providers and provide intelligently derived estimated ship dates on a daily basis.
• 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.
• Deliver white glove treatment to Key Accounts, the primary account base for this role.
• 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.
• Manage and maintain the Virtual Tray Management program on a daily basis and review providers' orders through the DVI system to identify, isolate and analyze stalled or late orders.
• Professionally and accurately communicate those recommendations or solutions to the appropriate Customer Service Managers or Representatives.
• 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.
• Communicate and engage with Customer Service, Lab Operations, Sales, and Marketing as necessary.
• Help with any projects or issues that may arise throughout the Customer Experience team as needed.
• Provide support as needed to any and all Customer Service teams throughout the company.

Competencies:

To perform the job successfully, an individual should demonstrate the following 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.

Interpersonal Skills - Maintains confidentiality.

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.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Diversity - Promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Supports organization's goals and values.

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.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Dependability - Commits to long hours of work when necessary to reach goals.

Attendance/Punctuality - Is consistently at work and on time.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

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 be comfortable dealing with a variety of personalities; having difficult conversations particularly with customers who may be frustrated and enjoy customer interactions.

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:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low.

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.

At HOYA, our foundation is built upon a diverse and inclusive work environment. Together, our differences are key to maintaining an inclusive culture that supports and inspires employee's uniqueness. Our differences ignite our innovation and connects us to our diverse customers and communities we serve.

We're passionate about maintaining an inclusive work environment, not only because it's the right thing to do, it promotes and celebrates differences. We are also committed to providing equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, disabilities, ages, philosophies, and veteran statuses at all levels of the organization.

Hoya and Seiko Optical is committed to providing equal opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer and compensation to all qualified applicants and employees without regard to age, race, color, national origin, religion, gender, handicap or disability, or any other category protected by federal state or local law.

• Hoya Optical - Dallas, 651 E Corporate Dr, Lewisville, Texas, United States of America