Optical Support Specialist - Onsite Troubleshooting & Sales

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

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.