Customer Care Order Resolution Specialist

HOYA Surgical Optics

. Support customers across all Hoya labs as part of a centralized Customer Care enterprise team .

Posted 9/22/2026full-timeLewisville • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication and problem-solving skills while effectively collaborating with customer service and operational teams. Familiarity with DVI and Hoya products, along with knowledge of lab processes, is essential for supporting customer care operations.

Highest-signal resume keywords

DVI KnowledgeKnowledge Of Hoya ProductsOptical ExperienceStrong Partnership SkillsSolid Written Language Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

DVI FamiliarityKnowledge Of Lab ProcessesOrder ProcessingIssue ResolutionDocumenting Interactions

Soft Skills

Effective CommunicationProblem-SolvingTeam CollaborationFollow-ThroughGood Grammar

Certifications & Qualifications

High School Diploma

Industry Keywords

Customer CareHoya LabsOptical IndustryCustomer ServiceOrder Management

About the role

Key responsibilities & impact

Support customers across all Hoya labs as part of a centralized Customer Care enterprise team
Identify issues with unprocessed orders, correct orders, and submit them for processing
Contact customers when issue resolution requires customer input
Identify alternative solutions that help release orders for processing
Engage Customer Service for lab-specific considerations or customer contact and inform CS when action is needed
Work with Customer Service and lab employees across all labs
Document interactions and significant order modifications in DVI account notes
Keep abreast of products and availability
Keep queues up to date and move orders into the labs
Support inbound phone or email coverage during emergencies

Requirements

What you’ll need

High School Diploma
Familiarity with DVI
Familiarity with Hoya products is a plus
Optical experience recommended
DVI knowledge
Knowledge of Hoya products
Knowledge of lab processes
Strong partnership skills to work with CS and operational teams
Solid written language skills—good grammar, sentence structure, clarity
Ability to communicate effectively through the written word
Able and willing to work as a team
Good communication skills, problem-solving, and follow-through
Must be able to work overtime when needed
Must be able to read and write English