Nikon Optical Canada Looking for Customer Experience Representative at Mississauga, ON Full Time

At Nikon, we are committed to supporting the best vision care in Canada by focusing on innovation and providing a completely personalized service, customer experience and products. Optical knowledge is beneficial.

SUMMARY DEFINITION OF POSITION

Under the supervision of the Customer Experience Manager, the Customer Experience Team employee is committed to providing unparalleled service by meeting the expectations and needs of our customers. By the nature of his role, the employee is also committed to supporting our business initiatives while supporting internal teams to ensure the continuity and efficiency of our services. The Customer Experience Representative position is a key role in the production process. It provides the link between the operations departments and facilitates the flow of information during the different stages of production. Optical knowledge is beneficial to this role.

KEY FUNCTIONS

– Reception of customer requests at the call center (ACD system)

– Creation / entry of sales orders in our laboratory management systems (Optifacts / SLO)

– Advises customers on our products / services

– Provide technical information, availability and costs

– Update on open client files

– Order management in production to ensure level of service

– Collaboration with production team for complex problem solving

– Proposes alternatives / solution following the recommendations of the technical teams

– Changes / reprints of manufacturing orders (OF) according to our procedures

– Re-calculation of production orders (OF) to ensure compatibility with our production standards

– Generates and communicates performance reports for order during production

– Analyzes and communicates the service performance indicators to the operations team

– Triggers / initiates escalation process with relevant operations departments

– Continuous training on our relevant operating procedures (Customer Experience, Optics, Production etc.)

– Continuous training on our products, treatments, commercial initiatives and services

– Respect / compliance of our health and safety policy in the laboratory

Job Type: Full-time

Salary: $18.00-$20.00 per hour

Benefits:

• Company pension
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location

Expected start date: 2023-01-30