Shift: 8:30am-5:00pm
SUMMARY
To provide internal and external customers with a technical communication resource regarding Hoya eyewear options. To answer ECP questions regarding challenging optical situations and Hoya product choices for their patients.
They will also be accountable and responsible for receiving incoming phone and email inquiries related to our products, orders in process, and general questions, placing calls out to customers regarding pending orders and issues, following up on late or pending orders with customers and updating them on delays, helping them to understand our technologies and products.
JOB RESPONSIBILITIES
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Provide technical recommendations for product, specialty work and adaptation questions.
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Assists in the implementation of new products and promotions.
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Troubleshoot basic and challenging situations (cut out issues, coating incompatibility, thickness, or base curve requirements)
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Respond to inbound technical and optical questions from internal/external customers.
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New product technical resource for eye care professionals
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Make outbound phone calls in response to significantly problematic orders that may be stuck due to a complicated combination of RX, Optical and product.
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Troubleshoot incoming orders to provide alternatives when those orders are unable to be processed as ordered – as escalated to the RX Optical Expert team from others in Customer Care.
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Support in general Customer Care capacity, in addition to RX Optical Expert capacity. The successful candidate will remain a part of their Customer Care team and will handle general CC demands and expectations when demand from the RX Optical Expert work is complete.
COMPETENCIES
Strong organization and time management
Strong communication and interpersonal skills
Successful candidates must be able to pass a written assessment evaluating next-level optical skills.
Candidate must have knowledge of advanced optical concepts such as slab-offs, prism decentration, RX transposition, etc.
EDUCATION AND QUALIFICATIONS
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Certified Optician, min 3 years dispensing experience in a clinic environment or equivalent lab experience.
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Optical manufacturing lab experience.
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Preferred minimum 3 or more years of experience in a customer service or customer communication function.
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Bilingual in French is required.
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Understanding of the DVI operating system is an asset but not required.
PHYSICAL DEMANDS
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Office environment requires the ability to operate standard office equipment such as computers, keyboards, and photocopiers.
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Sedentary work, regularly required to remain seated in a normal position for long periods of time.
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Ability to walk short distances while carrying small objects.
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Substantial motions of the wrists, hands, and/or fingers
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Required to have good vision to perform tasks on a computer and paper.
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Regularly required to talk and hear, verbally express information or instructions
Hoya Vision Care Canada est un leader de confiance dans la fourniture de solutions de vision haut de gamme adaptées pour améliorer la vie des Canadiens. Forts de plus de 75 ans d'expérience, nous sommes renommés pour notre engagement envers l'innovation, la précision et l'excellence dans l'industrie de l'optique. En exploitant des technologies de lentilles avancées et des matériaux de pointe, nous assurons des performances optiques supérieures, une clarté et une durabilité dans chaque produit. Notre réseau de professionnels de la vue autorisés à travers le Canada offre un service personnalisé, guidant les clients tout au long du processus de sélection pour trouver la solution de vision parfaite. Engagés envers la durabilité et la responsabilité sociale des entreprises, nous priorisons les pratiques respectueuses de l'environnement et soutenons des initiatives caritatives qui favorisent l'éducation à la santé oculaire et l'accès aux services de soins oculaires. Nous soutenons fièrement des organisations telles que Les chiens-guides du Canada, la Banque alimentaire de Mississauga et Orbis, renforçant ainsi notre engagement à avoir un impact positif dans les communautés que nous servons. Chez Hoya Vision Care Canada, nous donnons aux gens les moyens de voir le monde plus clairement et confortablement, en enrichissant les vies grâce à des solutions innovantes qui inspirent confiance et permettent de plus grandes possibilités.
Hoya Vision Care Canada is a trusted leader in providing premium vision solutions tailored to enhance the lives of Canadians. With over 75 years of experience, we are renowned for our commitment to innovation, precision, and excellence in the optical industry. Leveraging advanced lens technologies and cutting-edge materials, we ensure superior optical performance, clarity, and durability in every product. Our network of authorized eye care professionals across Canada delivers personalized service, guiding customers through the selection process to find the perfect vision solution. Committed to sustainability and corporate social responsibility, we prioritize eco-friendly practices and support charitable initiatives that promote eye health education and access to vision care services. We proudly support organizations such as Dog Guides of Canada, the Mississauga Food Bank, and Orbis, furthering our commitment to making a positive impact in the communities we serve. At Hoya Vision Care Canada, we empower people to see the world more clearly and comfortably, enriching lives through innovative solutions that inspire confidence and enable greater possibilities.
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.
