Order Resolution Specialist, Centralized Customer Care

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

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.