Order Resolution Specialist – Customer Care for Lab Partners

Hoya Vision Care; Lewisville (TX); On-site; USD 32,000 - 48,000; Full time

Job summary

Hoya Vision Care is seeking a competent individual to join a centralized DVI edit team responsible for handling orders across multiple labs. The role involves communicating with customers to resolve issues that prevent order processing and collaborating with CS and lab staff to move orders through the queues.

The position requires attention to detail, familiarity with DVI and optical products, and the ability to work in a fast-paced environment.

Qualifications

• High School Diploma
• Familiarity with DVI
• Familiarity with Hoya products
• 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

Responsibilities

• Support customers across all Hoya labs in a centralized team.
• 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 when lab considerations or specific customer contact are needed.
• 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 emergencies.

Job description

Hoya Vision Care is seeking a competent individual to join a centralized DVI edit team responsible for handling orders across multiple labs. The role involves communicating with customers to resolve issues that prevent order processing and collaborating with CS and lab staff to move orders through the queues.

The position requires attention to detail, familiarity with DVI and optical products, and the ability to work in a fast-paced environment.