Optical Support Representative

Orascoptic; Madison (WI); On-site; USD 30,000 - 37,000; Full time

Job summary

Envista seeks an Optical Support Representative in Madison, WI to respond to customer inquiries by phone and email. You will troubleshoot optical properties of systems, process orders in Oracle ERP, and work to meet productivity and quality standards on site.

The role requires collaboration with logistics, regulatory, supply chain, and sales, with opportunities to upsell and contribute to customer satisfaction and revenue.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of customer service experience.
• Experience serving international customers preferred.
• Optical background preferred; ABO certification optional.

Responsibilities

• Respond to inbound calls and emails about orders, status, and pricing.
• Maintain timely emails and meet department goals while delivering quality service.
• Process orders and complaints in Oracle ERP accurately.
• Collaborate with logistics, regulatory, supply chain, and sales to resolve issues.
• Create and maintain customer accounts.
• Attend KPI meetings and meet performance targets.
• Resolve technical issues over phone or video and manage RMAs.
• Leverage optical knowledge to troubleshoot complex issues.
• Analyze prescription and measurement data used to manufacture products.
• Recommend products to close phone sales.
• Participate in Envista's EBS continuous improvement.
• Complete annual compliance trainings.
• Attend required trainings and events as needed.
• Follow quality and safety policies.

Skills

MS Office

Customer service

Troubleshooting

English communication

Data entry accuracy

Cross-functional collaboration

Education

High school diploma or equivalent

1 year relevant customer service experience

Experience with international customers

Optical background

ABO certification (preferred)

Tools

Oracle ERP

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. This includes general and somewhat complex troubleshooting of the optical properties of the system. A strong optical background would be beneficial for this role. They will be responsible for contributing to company revenue by consistently meeting productivity and quality standards. This is an onsite position.

Job Requirements

Essential Duties and Responsibilities

• 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 issues or challenges foreseen.
• 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 Key Performance Indicator (KPI) meetings.
• Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
• Engage customers through outreach to ensure product satisfaction.
• Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
• Leverage optical knowledge to resolve complex technical issues presented by customers, sales reps and internal peers.
• Analyze and troubleshoot provided data used to manufacture products, including but not limited to prescription and measurement data.
• Recommend 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.

Incidental Duties

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.

Qualifications

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education And Experience

• 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 background preferred
• American Board of Opticianry (ABO) certification preferred but not required

Skills And Abilities

• 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.
• Comfortable providing training and guidance to peers on technical processes and best practices.
• 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.

Physical Demands

• 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.

IND123

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 certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$21.80 - $26.70 per hour

Operating company:Nobel Biocare

Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf