Customer Service Representative Contacts and IOLs

Beaver Visitec International • Sarasota, FL

286d

About The Position

We are a leading ophthalmic device company specializing in both custom-engineered soft contact lenses within the world of optometry and premium intraocular lenses (IOLs) for ophthalmic surgery. As we expand and our lens offerings in our Sarasota site, we are seeking a Customer Service Representative to support both product lines. This role offers significant growth opportunities as the team transitions to a more integrated lens service model. This role will begin with a primary focus on custom soft contact lenses, developing a strong foundation in optometric product specifications, eye anatomy, and order engineering processes. Over time, the representative will transition into supporting the premium IOL product launch, managing surgical lens orders, consignment inventory, and customer relationships. This is a unique opportunity to gain expertise across both optometry and ophthalmology while shaping the future of our service team in Sarasota.

Requirements

• Bachelor's degree in business, healthcare administration, or a related field preferred
• 2+ years of customer service experience, preferably in medical devices, optometry, or healthcare
• Experience with ERP and CRM systems (e.g., SAP, Oracle, IFS, Salesforce, Hubspot)
• Strong analytical and problem-solving skills, with high attention to detail
• Excellent written and verbal communication skills
• Ability to learn and apply complex optometric and ophthalmic product specifications
• Prior experience in optometry, contact lenses, or surgical devices is a plus

Nice To Haves

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
• Strong organizational ability to manage shifting priorities between product lines
• Comfortable working with technical product data and translating it into customer-friendly guidance
• Professional and customer-focused approach to problem resolution

Responsibilities

• Process and manage orders for custom soft contact lenses, ensuring precision in product specifications and order fulfillment
• Work closely with manufacturing teams to facilitate engineer-to-order lens production
• Develop expertise in lens parameters, fitting guidelines, and optometric terminology
• Assist optometrists and eye care professionals with product selection, order inquiries, and troubleshooting
• Maintain detailed records in ERP and CRM systems to track customer interactions and product performance
• Participate in specialized training on premium IOLs following new product launch in the US Market, including surgical applications, industry standards and relationships with providers
• Support the US premium IOL product launch by managing order processing, consignment inventory, and customer requests
• Act as a key liaison between the company, sales teams, and key opinion leaders (KOLs) in ophthalmology
• Gather and track customer feedback to refine service and collaboration between internal teams
• Assist in creating training materials and onboarding programs for customers and internal teams as the product line expands
• Be part of the evolution of a dedicated service team, integrating optometry (custom soft lenses) and ophthalmology (IOLs) into a unified customer service model
• Gain multi-product expertise and the opportunity to advance into specialized roles as the team expands
• Participate in cross-training and team development initiatives to build comprehensive knowledge across both product lines

Benefits

• Comprehensive training in both custom contact lenses (optometry) and premium IOLs (ophthalmology)
• Career development opportunities across multiple product lines and functions
• Competitive salary and benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree