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

- Provide technical recommendations for product, specialty work and adaptation questions.
- Assists in the implementation of new products and promotions.
- Troubleshoot basic and challenging situations (cut out issues, coating incompatibility, thickness, or base curve requirements)
- Respond to inbound technical and optical questions from internal/external customers.
- New product technical resource for eye care professionals
- Make outbound phone calls in response to significantly problematic orders that may be stuck due to a complicated combination of RX, Optical and product.
- 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.
- 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

- Certified Optician, min 3 years dispensing experience in a clinic setting or equivalent lab experience.
- Optical manufacturing lab experience.
- Preferred minimum 3 or more years of experience in a customer service or customer communication function.
- Bilingual in French is required.
- Understanding of the DVI operating system is an asset but not required.

PHYSICAL DEMANDS

- Office environment requires the ability to operate standard office equipment such as computers, keyboards, and photocopiers.
- Sedentary work, regularly required to remain seated in a normal position for long periods of time.
- Ability to walk short distances while carrying small objects.
- Substantial motions of the wrists, hands, and/or fingers
- Required to have good vision to perform tasks on a computer and paper.
- Regularly required to talk and hear, verbally express information or instructions

📌 Rx Optical Expert (Mississauga)
🏢 Hoya Global
📍 Mississauga