Customer Service Representative

6310- Customer Service

• Customer Service Rep I
  Job Title: Customer Service Representative
  Department: Customer Service
  Location: DFW DC
  Reports To: Customer Service Supervisor

SUMMARY:
Provide courteous and efficient service to our customers who place orders for stock lenses from our Distribution Center and conducts business in a manner consistent with HOYA values.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Answer incoming calls from accounts help them with placing their stock order, substituting any lenses that may be out of stock when approved by account, and addressing any issues, questions, or concerns they may have.
Enter new RX jobs into DVI, re-process Dr. Redo-RX changes, and any warranties that are permitted by company policy.
Issuing requested RMAs to customers once Management has approved the lens return, which on some may require to get a list of all lenses account wants to return and the value when requested by management.
Cancel any backorders an account may have but only when requested by the account.
Sort all pick tickets from previous day in alphabetical order and place in designated area.
Sort customer invoices from previous day, stuff envelopes, and ship to accounts.
Answer emails in a timely manner.
Input fax orders in a timely manner and call accounts if you encounter any problems with their order.
Supplying all paperwork needed when requesting a credit for an account and placing the request in its designated place for management.

Secondary Duties (Lab Call Center Support)

Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo's, technical questions, and conduct outbound calls
Manage Customer late lists, moving late jobs through lab and communicating with customers.
Proactively communicates with customer and HOYA personnel regarding order status, product availability, product information, credit status, and regulatory issues.
Coordinates activities with lab personnel, credit, distribution, shipping and other HOYA departments and locations, as needed, to ensure timely shipments of orders.
Researches and resolves customer problems.

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical

• Collects and researches data
  Customer Service

• Responds promptly to customer needs; Responds to requests for service and assistance
  Interpersonal Skills

• Maintains confidentiality
  Ethics

• Works with integrity and ethically; Upholds organizational values
  Organizational Support

• Completes administrative tasks correctly and on time
  Planning/Organizing

• Prioritizes and plans work activities; Uses time efficiently
  Quality

• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality
  Quantity

• Meets productivity standards; Completes work in timely manner
  Attendance/Punctuality

• Is consistently at work and on time
  Dependability

• Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan
  Oral Communication

• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings
  Teamwork

• Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
  Diversity

• Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce

EDUCATION AND QUALIFICATIONS

Education:

High school diploma or GED.

Experience:

2+ years customer service experience required.

Essential Skills Required:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Computer Skills: To perform this job successfully, an individual should have knowledge of Spreadsheet software; Inventory software; Order processing systems; Database software and E-mail.