Partner Outreach Supervisor

Job Title: Partner Outreach Supervisor Department: Customer Care

Reports To: Director, Customer Care Location: HQ

Status: Exempt

The Partner Outreach Supervisor will lead a team of proactive notification specialists that create and maintain relationships with accounts regarding production. The team provides consistent communication about late jobs and root cause analysis on lab issues. They deliver outstanding customer service by addressing delays to get jobs moving while ensuring that customer needs are met. The Supervisor is responsible for direction, coordination, and carrying out duties in accordance with Hoya's policies including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems..

Essential Duties include the following:

• Supervise team members, identify, and address developmental issues, coaching opportunities, and recommend training interventions
• Execute administrative tasks with DayForce, tracking mandatory training, bonus, and performance evaluation ratings input, one-on-one with team members and staff meeting coverage.
• Participate in customer meetings & calls related to service performance and quality
• Serve as a primary point of contact with the customer on escalated issues related to quality, service, and production.

• Communicate with internal or external customers who are dissatisfied with our services then create action plans. Track and report on the progress to senior Customer Experience leadership.

• Assist in determining work procedures, work schedules and analyzing processes for continuous improvement.
• Communicate and partner with Customer Service Managers, Sales, Operations, Key Account and Customer Development Managers across the enterprise to resolve late job situations.
• Professionally and accurately communicate those recommendations or solutions to the appropriate internal or external partners. Assist other Proactive Notification Specialists with their recommendations and follow up.
• Serve as customer (and partner outreach) advocate with lab operations and key account teams.
• Keep accurate records of conversations and orders (job) related actions - use DVI promise dates and make notes in the job record of actions taken during the process.
• Manage and maintain the Virtual Tray Management program, and customized DVI reports, to review providers' orders through the DVI system to identify, isolate and analyze stalled or late orders.
• Engage with customer to find alternative solutions if a change in the nature of the order/job might help move the job through the lab process expeditiously.
• Help resolve potential customer dissatisfaction with our services and provide appropriate solutions to rectify all issues.
• Responsible for inputting any special RX requests and instructions the account may have
• Recommend product substitution to the accounts when applicable.
• Assist with any projects or issues that may arise throughout the Customer Experience team as needed.
• Ensure proper and timely dissemination of all processes and business updates to the team, based on client & company requirements.
• Coordinate special operations-related programs (i.e. quality inspection audit program)
• Update customer on operational issues within the lab that will prevent achieving acceptable turn time or any contractual service level targets (equipment outages, weather issues, etc.)
• Provide daily reporting to accounts on late jobs and any service level performance/adherence

To perform this job successfully, an individual must meet the minimum requirements and should demonstrate the competencies listed below. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Experience Requirements

• 3 years of Optical industry knowledge with a strong working knowledge of eyeglass lens lab production strongly preferred.
  
  
• Must have a proven track record of success in current role

• Must be a creative problem solver and willing to own resolution and possess the ability to verbally communicate accurately and professionally to our customers /providers and to all levels of management. Must be comfortable dealing with a variety of personalities; having difficult conversations particularly with customers who may be frustrated and enjoy customer interactions.

• Must be comfortable utilizing technology to drive performance and record work; thorough knowledge of the DVI System is recommended and preferred. Strong working knowledge of Microsoft Word and Excel is beneficial. Must be able to troubleshoot lab tray flow as well as optical problems and be able to complete projects in a timely manner.
  
  
• Strong decision-making skills and ability to handle escalations within the team.
  
  
• Ability to take initiative, maintain confidentiality, meet deadlines, and work in a team environment.
  
  
• Logical reasoning and ability to analyze situations, assess patterns and trends is essential.
  
  

Education and/or Experience

Associates Degree preferred or equivalent, but not required; or four to six years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Analytical - Uses intuition and experience to create measurements for use to manage team; Designs work flows and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and within budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Managing People - Includes 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 works to improve supervisory skills.

Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

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

Not 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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit: use hands to finger, handle, or feel: reach with hands and arms and talk or hear. The employee is occasionally required to stand: walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/move up to 10 pounds.

While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.