Customer Care Order Resolution Specialist

Socket.dev; Lewisville (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

HOYA Vision Care seeks a detail-oriented individual to support multiple labs within a centralized Customer Care team. You will identify issues, coordinate with customers for input, and ensure orders move smoothly into processing in the DVI system.

The role emphasizes strong written communication, teamwork, and the ability to document changes accurately. Occasional coverage of phone or email inquiries may be required.

Qualifications

• High School Diploma required.
• Familiarity with DVI desired.
• Optical experience recommended.
• Strong written language and grammar skills.
• Ability to communicate effectively in writing.
• Willingness to work as part of a team.

Responsibilities

• Support customers across all Hoya labs as part of a centralized team.
• Identify issues with orders that couldn’t be processed, correct the order, and submit for processing.
• Contact customers where issue resolution requires input.
• Identify alternative solutions to offer customers or to release orders for processing.
• Document interactions or order modifications in DVI account notes.
• Keep queues up to date and orders moving into labs.
• May assist with phone or email inbound coverage in emergencies.

Skills

DVI knowledge

Written communication

Team collaboration

Problem-solving

Education

High School Diploma

Tools

DVI system

Job description

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

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.