Position Overview

Oversee direct-to-physician and wholesaler orders received via phone, fax, email, and sales representatives, ensuring the prompt resolution of any issues that could delay order fulfillment. Provide comprehensive Field Sales support and address a wide range of customer inquiries and requests, investigating and resolving issues as they arise. Facilitate new account setup and account modifications, validate pricing eligibility, and coordinate pricing setup. Offer guidance and navigation support for customers using our online ordering platforms. Process complaints, product returns, and replacements, and deliver dedicated Eye Care customer support. Under general supervision, Customer Service Representatives respond to customer and Field Sales requests promptly and accurately, fostering the growth of a loyal customer base by delivering positive interactions and building strong, supportive relationships.

Main Areas of Responsibilities

• Provide excellent customer service while acting professionally, and courteously at all times
• Respond promptly and professionally to customer and patient field inquiries, addressing requests related to product orders, order status, serial and lot number research, product returns and replacements, credit requests, literature and sample fulfillment, pricing information, account setup and updates, available services and programs, and provide navigation support for mobile applications
• Complete follow-up information calls, emails, and/or case updates to customers and sales representatives within service level requirements
• Proactively monitor open orders daily to ensure timely shipping and invoicing, and to prevent any potential delays
• Participate in quarterly audits for consignment inventory and reconcile any outstanding issues
• Collect demographic data and disposition for product, sample, and literature fulfillment
• Utilize reports to monitor, track, and ensure completion of work as required
• Resolve issues and address inquiries with the highest level of quality and accuracy, consistently aligning with the company's vision and values. Uphold ethical standards and responsibly adhere to all company policies, guidelines, standard operating procedures, and applicable laws
• Maintain confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information, and personal performance