About this role
About the Role Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties include analyzing and resolving customer issues, acting as a mediator between customers and production or distribution teams for specific orders, and offering both technical and non-technical support in person. Compensation is based on delivering effective customer service, not on sales targets. What You'll Do
- Oversee end-to-end order processing, including intake, validation, modification, and closure, for orders including Sales, Return, Sample, Demo, Equipment, etc.
- Ensure all orders are processed accurately and in alignment with internal policies and service standards.
- Manage backorder communications with customers and the sales team.
- Monitor order tracking and risk management to maintain delivery performance.
- Provide remote customer service via phone, online chat, or text, and in-person support at call centers, distribution, or repair centers as needed.
- Liaise with customers and internal departments to ensure smooth operations and timely information on product availability, delivery dates, and price adjustments.
- Compile and analyze data on customer interactions, sales trends, complaints, delivery issues, and product returns to improve service. What We're Looking For
- Customer-focused mindset with ability to provide both pre-sale and post-sale support across multiple channels.
- Strong communication and problem-solving skills; ability to resolve complex issues.
- Experience mediating between customers and internal production or distribution teams for orders.
- Familiarity with handling complex orders, shipping/returns, and maintaining up-to-date information on product availability and delivery timelines.
- Ability to maintain detailed records of interactions and resolutions; capability to escalate issues as needed.
- Comfort operating in a non-sales-target environment with emphasis on customer satisfaction and loyalty. Nice to Have
- Experience with order management processes and backorder communications.
- Background in call centers or distribution/repair centers.
- Experience in a healthcare or eye-care environment. Compensation & Benefits
- Compensation not disclosed in the posting and is described as based on effective customer service rather than sales targets.