SUMMARY This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism. The incumbent will be accountable and responsible for: receiving incoming French and English 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, updating them on delays, helping them to understand our technologies and products. Positive intention and positive language are used to communicate effectively with our broad range of customers JOB RESPONSIBILITIES
Receive and handle incoming customer calls. (order taking, work in process or other questions)
Follow scripting, or other professional communication as required by HOYA
Understands and follows all SOP for all tasks
Provide basic recommendations for product, technical and adaptation questions
Good working knowledge of DVI 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
Trouble shoot basic problems (cut out issues, coating incompatibility, thickness, or base curve requirements)
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 outsource labs.
Accurately attach patterns, verify patterns and quality of trace/ shape modification.
Perform outbound calls to accounts, to endorse new products and promotions.
Any other duties and tasks and needed or required.
COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies:
Strong organization and time management
Strong communication and interpersonal skills
Strong sense of team spirit
Proactive/takes initiative
EDUCATION AND QUALIFICATIONS
Optical lab experience preferred
Customer Service experience
Bilingual French and English speaking is mandatory
Understanding of DVI operating system is an asset
Job Types: Full-time, Permanent Salary: From $22.00 per hour Benefits:
Casual dress
Dental care
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match
Store discount
Vision care
Wellness program
Schedule:
8 hour shift
Monday to Friday
Morning shift
No weekends
Overtime
Supplemental pay types:
Bonus pay
Commission pay
Overtime pay
Experience:
Customer service: 1 year (preferred)
Optical Lab: 1 year (preferred)
Work Location: In person
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