Josue Mireles

Logistics & Customer Service Coordinator

In my current role, I serve as the primary liaison between customers, U.S. operations, and our manufacturing partners in Japan. I coordinate international logistics, order management, and customer communications to ensure products are delivered accurately, efficiently, and on schedule. I primarily utilize SAP to manage customer orders, shipment tracking, reporting, and logistics operations, while also using Salesforce as needed to access customer information and support account management.

Key Responsibilities

• Process and maintain accurate customer orders, shipment records, and documentation using SAP, while utilizing Salesforce as needed for customer account management.
• Coordinate inbound and outbound international shipments, with a primary focus on imports from Japan.
• Review and process customs and tariff documentation to ensure compliance with import regulations.
• Monitor shipment status, identify potential delays, and proactively resolve transportation and delivery issues.
• Collaborate with manufacturing teams in Japan to coordinate production schedules, shipping timelines, and customer requirements.
• Serve as the primary point of contact for customer inquiries regarding orders, product availability, shipment status, and delivery schedules.
• Partner with internal departments, warehouse personnel, and international teams to ensure timely and accurate order fulfillment.
• Prepare shipping reports and maintain detailed logistics documentation to support daily operations.
• Provide exceptional customer service by communicating proactively, resolving issues efficiently, and maintaining strong customer relationships.

Professional Summary

This role has significantly expanded my expertise in international logistics, customer service, and order management. Working extensively with SAP and utilizing Salesforce as needed has strengthened my analytical, organizational, and problem-solving skills while managing multiple priorities in a fast-paced environment. I have developed a strong ability to coordinate across international teams, ensure compliance with customs and shipping requirements, and deliver an exceptional customer experience. My focus on accuracy, communication, and attention to detail has consistently helped ensure products are delivered on time while fostering long-term customer relationships.

Inside Sales Manager / Customer Care Manager
HOYA Optical | June 2020 – May 2023

As an Inside Sales Manager, I was responsible for managing customer orders, providing exceptional customer support, and driving new business development. I worked closely with customers, healthcare providers, and internal departments to ensure orders were processed accurately, inquiries were resolved promptly, and customers received a seamless service experience. My role combined customer relationship management, inside sales, order fulfillment, and operational support in a fast-paced, high-volume environment.

Key Responsibilities

• Processed customer orders accurately and ensured all orders were entered and fulfilled within established service timelines, typically within 24 hours.
• Prepared and distributed daily shipping reports and order updates to keep customers informed throughout the fulfillment process.
• Served as a primary point of contact for customers and providers, resolving inquiries related to orders, billing, product availability, shipping, and account support.
• Collaborated with cross-functional teams to route specialized requests and ensure timely resolution of customer issues.
• Supported a high-volume order environment, processing an average of 80 customer orders per day, with peak volumes reaching approximately 140 orders daily.
• Managed a fast-paced customer service environment, handling an average of 10–20 inbound calls per hour while maintaining a high level of responsiveness.
• Followed up on missed calls and customer inquiries, prioritizing same-day responses whenever possible to ensure excellent customer satisfaction.
• Built and maintained strong customer relationships through proactive communication, personalized service, and timely issue resolution.
• Assisted customers with billing inquiries, order modifications, product recommendations, warranty requests, and replacement orders.
• Generated new business opportunities by contacting company-provided sales leads and introducing prospective customers to HOYA's eyewear programs.
• Conducted outreach to 20–30 prospective customers daily, scheduling meetings and presentations to discuss products, services, and program benefits.
• Consulted with prospective customers to understand their needs and recommend customized eyewear solutions for their organizations.
• Consistently contributed to business growth by helping acquire an average of 3–4 new customer accounts each month.

Professional Summary

This role strengthened my expertise in customer relationship management, inside sales, account management, order fulfillment, and customer service. I developed strong communication, problem-solving, and organizational skills while balancing high-volume order processing with new business development. By building long-term customer relationships and collaborating effectively across departments, I consistently delivered exceptional service, supported revenue growth, and helped improve the overall customer experience.

Optician / Optometric Assistant
Walmart Vision Center | December 2014 – March 2020

As an Optician and Optometric Assistant, I provided comprehensive patient care by combining exceptional customer service with clinical support. I assisted patients throughout their entire vision care experience, from insurance verification and diagnostic pre-testing to eyewear selection, dispensing, and post-sale support. I worked closely with optometrists, laboratories, and insurance providers to ensure patients received accurate prescriptions, quality eyewear, and an outstanding customer experience.

Key Responsibilities

• Assisted patients in selecting frames and lenses based on prescription, lifestyle, and budget while educating them on lens options, coatings, and product benefits.
• Verified and explained vision insurance benefits, including VSP, EyeMed, Davis Vision, Spectera, and Superior Vision, helping patients maximize their coverage.
• Processed and interpreted prescriptions, verifying completed eyewear with a lensometer to ensure accuracy before dispensing.
• Coordinated with optical laboratories to resolve prescription discrepancies, remakes, and quality issues.
• Contacted patients regarding order status, arrivals, and follow-up appointments, ensuring timely communication throughout the ordering process.
• Dispensed, adjusted, fitted, and repaired eyewear to ensure proper fit, comfort, and optimal vision correction.
• Performed patient pre-testing, including Auto-Refraction, Optomap retinal imaging, Visual Field testing, and other diagnostic procedures to support the optometrist during examinations.
• Maintained and sanitized clinical equipment while ensuring examination rooms met cleanliness and operational standards.
• Managed inventory and maintained organized, visually appealing frame displays, including responsibility for the children's eyewear section.
• Consistently met or exceeded weekly sales goals through product knowledge, personalized recommendations, and exceptional customer service.

Professional Summary

This role provided a strong foundation in patient care, customer service, optical sales, and clinical support. I developed expertise in eyewear dispensing, insurance verification, diagnostic pre-testing, and problem resolution while building lasting relationships with patients through personalized care and clear communication. Balancing clinical responsibilities with retail sales strengthened my ability to multitask, collaborate with healthcare professionals, and consistently deliver an exceptional patient experience.