Optical Support Representative

Job Description

The Optical Support Representative will be responsible for responding to internal and external customer inquiries via phone and email and resolve issues within department standards and goals. They will be responsible to contribute to company revenue by consistently meeting productivity and quality standards. This is an onsite position.

• Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
• Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
• Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
• Proactively informs leadership of any foreseen issues or challenges.
• Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
• Create and maintain customer accounts.
• Attends, understands, and actively participates in daily department KPI meetings.
• Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
• Engage customer through outreach to ensure product satisfaction.
• Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
• Recommends specific products to proactively close phone sales.
• Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Complete annual compliance trainings via computer.
• Attends required department trainings or events on and offsite when needed.
• Follows company policies and procedures including quality and safety.

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to function in a fast-paced environment, where priorities may change rapidly. 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.

• High school diploma or equivalent required.
• Minimum of 1-year relevant customer service work experience required.
• Experience providing customer service to international customers, highly preferred.
• Optical or Dental background preferred but not required.

• Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
• Proven success in quickly learning computer systems required.
• Excellent data entry accuracy and strong attention to detail required.
• Effective verbal and written communication skills in English required.
• Proficiency in reading and interpreting documents in English required.
• Proven success in prioritizing assigned work required.
• Ability to gather, understand, and interpret information required.
• Good analytical and conceptual thinking skills required.
• Ability to troubleshoot to resolution required.
• Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
• Customer-centered mindset and ability to effectively deescalate emotions required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Constantly sits/stands.
• Frequently uses hands and fingers.
• Occasionally walks and stands.
• Rarely bends and stoops.
• Occasionally reaches up/down with arms.
• Occasionally lifts and/or moves up to 5 lbs.

Operating Company:
Orascoptic

Target Market Salary Range:
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and…