Senior Customer Service Manager

HOYA and Seiko Driven by passion for innovation and development, Hoya Vision is constantly moving boundaries. By use of extensive research and cutting- edge technology we provide tailored optimized experiences - both for the eye care professional and the spectacle wearer.

Join The Hoya Vision Care Team!

For over 60 years, HOYA Vision Care has been a passionate leader in optical technology innovation. As a manufacturer of high quality, high performing eyeglass lenses, we continuously aim to bring the best possible vision care solutions to eye care professionals.

We are currently hiring a Senior Customer Service Manager

What’s in it for you?

• And more!
• 401K plans
• Tuition Reimbursement
• Health/Dental/Vision/Disability Insurance
• PTO and Paid Holidays

What you’ll do:

• Coordinates manpower requirements by increasing or decreasing personnel and approves overtime to meet changing conditions. Adjusts staffing schedules for real time demand and long term planning
• Have high degree of general Hoya CS proficiency with regard to order placement and management, systems and tools, products and customers to be able to handle escalations, account management and coaching and counseling
• Monitor, schedule, and maintain customer service activities by coordinating employees around customer demand
• Responsible for working with Territory Sales Managers and other Sales team management to resolving customer issues and complaints
• Able to own the team in all regards, including performance, inter-departmental cohesiveness, and morale. Exhibits confidence in self and others. Inspires and motivates others to perform well. Effectively influences actions and opinions of others. Accepts feedback from others. Gives appropriate recognition to others.
• Manage people while including staff in planning, decision-making, facilitating, and process improvement. Takes responsibility for subordinates' activities. Makes self available to staff. Provides regular performance feedback. Develops subordinates' skills and encourages growth. Solicits and applies customer feedback (internal and external). Fosters quality focus in others. Improves processes, products, and services. Continually work to improve supervisory skills.
• Handle daily operational responsibility, customer escalations, CSR coaching and counseling, and enterprise level management functions
• Monitor performance of direct reports and provide prompt and objective coaching in accomplishing goals and job performance; write and conduct performance reviews; reward and discipline employees
• Communicate with customers who are dissatisfied with the product and suggest ways to resolve the issue
• Responsible for employee development and professional growth as well as team morale and workplace satisfaction
• Managing a team or multiple, non-co-located teams of Customer Service Representatives (CSR) serving Hoya Extended Corrective Performance (ECP) customers with responsibility for multiple labs’ service as well as all relevant staffing, workload distribution, planning, cross-departmental coordination, and control of customer service department and CSR activities while ensuring the customer needs are met
• Work closely with employees to ensure proper training and cross-training is provided to employees on all processes and equipment, and ensure standard operating procedures are followed
• Maintain strong working relationship with Sales, Marketing, and Lab Operations
• Monitor attendance, vacation, and hours worked of employees
• Accountable for KPI targets (for all locations, if multiple locations are involved) to customer care leadership
• Responsible for processing and approving customer credits when an issue arises
• Performance quality management – work closely with the Quality Assurance (QA) lead to monitor and assess performance using QA information to incorporate into coaching, training, and performance evaluations
• Manage customer relationships, handle escalations, ensure proactive relationship management is taking place
• Ensure policies and procedures that are in place are being followed for production efficiency, safety, and compliance with company and state/federal regulations and guidelines
• If multiple locations are involved expect to travel up to 30% of the time
• Will have cross-market support and will be accountable to each of those markets for consistent service delivery that meets KPI targets
• Be able to start early or stay late on occasion to support needs of the team

Qualifications:

• Must have excellent relationship building skills
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources, leadership techniques, and coordination of people and resources
• 5 years managing customer service
• Using logic and reasoning to identify strengths/weaknesses of alternative solutions, conclusions, or approaches to problems in order to choose the most appropriate one
• Must be able to work in excess of 40 hours/week where necessary
• Minimum 8 years’ experience in the optical industry
• Must be willing to be the face of the Hoya lab(s) and CS in his/her markets
• Ability to communicate effectively in English, both verbally and in writing with a variety of people
• Must be able to maintain a positive attitude in stressful situations
• Demonstrate professionalism and confidence
• Proven leadership skills – maintain workforce that is content, has a career path, and create an environment that is inclusive, productive, and employee centric
• High School Diploma or GED

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.