RxSight, Inc Hiring for Customer Experience Specialist/Medical Device Job at Aliso Viejo, CA Full Time

RxSight has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. This intraocular lens can be adjusted non-invasively while in the eye, allowing the post-cataract surgery patient to see clearly at distance without the use of eyeglasses or contact lenses. The application of light to the implanted Light Adjustable Lens (LAL™) will fine-tune the patient’s lens power to their specific visual need. This technology sets the stage for a series of lens products from RxSight that will have widespread application in cataract and refractive surgery as well as outside the field of medicine.

Overview:

Under the direction of the Supervisor, Customer Experience, candidate will be responsible for day-to-day customer experiences in the areas of Sales Order processing. Other activities include but are not limited to; returns processing, field service and clinical team support, new customer setup (clinics and surgery centers), maintenance of customer consignment inventory, ensuring revenue recognition guidelines are within compliance, confirming and communicating order details such as shipping tracking information, backorders, etc.

Position will be responsible for delivering superlative customer service to ensure the highest level of customer satisfaction possible. Position will work closely with Clinical Training & Affairs team, Field Service, Quality Assurance and Manufacturing Operations (including Warehouse). Position will work with commercial customers, patient calls and may assist in clinical study tasks, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Train on QAD ERP System (heavy use), RxSight technology, including all products and applications such as the Light Adjustable Lens, Light Delivery Device, RxConnect Portal, etc.

• Sales order entry and maintenance for commercial customers within QAD

• Maintain/monitor customer consignment inventory

• Return Materials Authorization processing (RMA)

• New customer setup and on boarding

• Customer communication: Order acknowledgement, shipping confirmations, backorders, etc.

• Warehouse and Planning communications as needed for backorder updates, order status, etc.

• Finance communications as needed for revenue recognition tasks.

• Support Commercial Ops teams, including Sales Admin and Marketing with tasks related to customers, as needed.

Required Knowledge, Skills and Abilities:

• Excellent written and verbal communication skills, with customers as well as within the company.

• Intermediate experience in Microsoft Office Word and Excel programs.

• Ability to prioritize and handle multiple tasks while paying close attention to details.

• High level customer service experience. Experience with customer consignment inventory highly desirable.

• Proven track record with hands on ERP Systems in the areas of Customer Support.

EDUCATION, EXPERIENCE, and TRAINING:

• Bachelor’s degree; or equivalent along with 1-3 years’ experience in a customer support environment, or a combination of education and experience. Required working experience in a Medical Device environment, preferably a class III device.

Job Type: Full-time

Pay: $30.00 – $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Profit sharing
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Aliso Viejo, CA 92656: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Consignment Inventory: 1 year (Preferred)
• Customer support within the Medical Device industry: 5 years (Preferred)

Work Location: One location