Customer Care Order Entry

The Customer Care Representative handles external and internal customer inquiries and concerns with the highest degree of patience, courtesy and professionalism, with a specific focus on our Safety RX division. Day-to-day concentration is on the validation and processing of safety orders through specific contracts. This includes order entry, frame ordering, frame stock management, returns, communications with accounts on orders, delays, or any questions and concerns related to their orders and Hoya products, and month-end statement reconciling.

**Working Relationships**
- Under day-to-day guidance and direction of the Customer Care Lead
- Customer Care, Pre-production, Warehouse, Shipping, All other supervisors
- Other SafeVision locations
- External Safety contract coordinators
- Business Unit Manager
- Safety Division

**Major Duties and Responsibilities**
**_**This will be provided upon training**_**
- Receives and handles incoming customer calls (order taking, work in process or other questions)
- Follows scripting, or other professional communication as required by HOYA
- Understands and follows all SOP for all tasks
- Understands and utilizes all methods of job tracking or late job follow up and communicates as required
- Good working knowledge of OMICS, DVI, and OPTICs screens; competently processes all types of redo, credits, add notes, cancel jobs, tray change, account changes, etc.
- Able to identify in house vs. outsource lab orders, and transmits accordingly
- Understands other LMS ordering systems as required - Order entry customer service uses ERP System - Order Entry Softwares
- Validates orders against customer program parameters and company-specific allowances
- Displays a solid understanding of basic and some advanced optical knowledge
- Strong knowledge (training provided) of HOYA products and services
- Troubleshoots basic problems (cut out issues, coating incompatibility, thickness or base curve requirements
- Process RX credits for work in process where applicable, following SOP
- Picks orders from inventory, tracking inventory that is pulled and goes back into stock to maintain accurate inventory records
- Orders frames from suppliers where needed
- Deliver new orders, frames or lenses, to the next work station with a sense of urgency and prioritization
- Identify urgent or problem jobs and make appropriate communications, verbally and/or electronically, and/or using standardized stickers or forms.
- When necessary, use web access links to look up incoming or delayed shipments from outsourced labs, to plan workflow.
- Accurately attach patterns, verify patterns and quality of trace/ shape modification.
- Enters orders into OMICS or process new orders from any incoming order method
- Understands when jobs require a call to be placed to accounts and communicate to CSR appropriately
- Troubleshoots and makes recommendations for basic problems (cut out issues, coating incompatibility, thickness or base curve requirements
- Perform outbound calls to accounts, to endorse new products and promotions.
- Any other duties and tasks needed or required

**Product/Technical Knowledge**
- Performs multiple tasks simultaneously with accuracy and thoroughness despite time pressures and customer volume
- Is attentive to detail with all measurements, calculations, equipment settings and defective product
- Takes the initiative to notice and follow up on discrepancies; suggests improvements; recommends solutions and does what is necessary to ensure customer satisfaction
- Operates the system inputting all lab statistics with accuracy and attention to detail

**Education**
- High School Graduate /GED or equivalent experience
- Optical training is helpful.
- Data entry experience an asset
- Bilingual French is an asset

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift

Application question(s):

- What is your salary expectation?

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)