What are the responsibilities and job description for the Customer Service Expeditor position at Hoya?
Job Title: Expeditor Department: Customer Service
Reports To: Customer Service Supervisor Location: Dallas
SUMMARY
Reporting to Customer Service, Expeditor will serve as the liaison between the lab and customer service. Assist Customer Service Team by resolving issues relating to job orders, tracking them within the production facility, and finding information for jobs in process. Identify jobs that are delayed or almost late and use resources to expedite orders per established lab rush procedures. Be voice of the lab back to customer service. Utilize all technology available in order to complete daily job activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Use DVI and VTM reporting to identify late jobs (5 days and older in lab) and jobs that are near completion that are almost late - work with lab production personnel to identify these jobs for ASAP completion.
- Tag work in process to identify 'rush' jobs in the lab per the lab's preferred procedures and protocols.
- Work with Customer Service team to find work in the lab that appears 'stuck' or hasn't moved from a scan station in the expected timeframe. Engage lab to find and move that work.
- Work with Customer Service to take information they need to the lab regarding trays in work.
- Reactively take requests from Customer Service to the lab for customer requested expediting.
- Regularly check with designated lab personnel to see if there is anything the lab needs to get to customer service (notification a job failed and customer needs to be called, a job won't cut, unclear on some aspect of the RX information, etc.)
- Regularly check with Customer Service team to see what they have that needs lab attention.
- Under guidance from Customer Service Manager, contact customers to notify of late jobs, to get information needed for job clarification, or to provide general updates.
- Efficiently locate an order's current or past position in the facility by checking in the computer system (DVI).
- Promptly remove jobs from production for any changes or cancels per the doctor.
- Accurately and expeditiously move jobs through the production facility utilizing lab protocols.
- Monitor jobs that have been promised to be completed by a certain date and notify customers of any delays. Also work to expedite promised jobs to meet the promise date commitments.
- Utilize technology available - email, DVI, VTM - to update order status promptly and accurately.
- Notate in tray in DVI any changes or CS contacts made to a specific job where relevant.
QUALIFICATIONS
Experience
- High School Diploma or equivalent. Optical lab experience a plus.
Knowledge, Skills, and Abilities
- Able to represent the company in a professional manner.
- DVI knowledge a plus but not required
- Able and willing to work as a team and influence in addressing job issues.
- Good communication skills, problem solving, and follow through.
- Able to read and write English
- Must possess basic computer knowledge and be able to use it effectively
- Must be comfortable taking direction from a variety of departments and positions
NON EXCLUSIVE
The duties outlined in this document are not limited to what is presented and are not exclusive. You may be asked from time to time to perform additional duties by your supervisor.
At HOYA, our foundation is built upon a diverse and inclusive work environment. Together, our differences are key to maintaining an inclusive culture that supports and inspires employee's uniqueness. Our differences ignite our innovation and connects us to our diverse customers and communities we serve.
We're passionate about maintaining an inclusive work environment, not only because it's the right thing to do, it promotes and celebrates differences. We are also committed to providing equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, disabilities, ages, philosophies, and veteran statuses at all levels of the organization.
Hoya and Seiko Optical is committed to providing equal opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer and compensation to all qualified applicants and employees without regard to age, race, color, national origin, religion, gender, handicap or disability, or any other category protected by federal state or local law.
- Pay Type Hourly
- Telecommute % 0
- Hoya Optical - Dallas, 651 E Corporate Dr, Lewisville, Texas, United States of America