The Operations Administrator will interact between our customer base of physicians and staff at ophthalmology/optometry practices and our manufacturing contact lens laboratories to support the requirements of our growing business both domestically and internationally.
Responsibilities include handling daily operational and administrative inquiries by communicating in a responsive and professional manner, while upholding our corporate culture of delivering exceptional customer service.
Facilitate cross-departmental collaboration to enhance teamwork, ensuring optimal service quality, productivity, and business outcomes across the organization.
Answer phones and assist callers in a polite and friendly manner; route as needed.
Assist customers with support inquiries via phone and email; answer questions from customers with product related inquiries, concerns, and complex issues to provide exceptional service.
Call customers to check in on any needs they may have, such as post training follow ups as well as identifying reason for low order volumes.
Assist in receiving and scanning impressions and upload 3D images to shared drive.
Serve as the liaison to contracted labs (AVT, Medlac) to ensure orders are manufactured in a reasonable time frame.
Ensure orders are not delayed due to consultation/designing, supporting them with follow up calls/emails to doctors for information when needed.
Enter customer reorders into the system as necessary.
Process customer orders obtained from a remote team.
Create the EyePacks for 1st time wearers.
Serve as the moderator and facilitate educational webinars.
Work with colleagues to prepare and update customer resources and educational documents.
Monitor and procure the stock of supplies, including BluGoo.
Provide backup support for billing and shipping.
Work with colleagues to support continuous improvement in business processes and customer experience.
Continuously learn about the products and industry in relation to contact lens design to support the business.
Participate in continued education of the business and industry.
Support the business with other special assignments or projects.

Requirements

Associate’s or Bachelor’s degree in related field preferred.
3 years’ experience in operations or customer support role preferred.
1 years’ experience in contact lens industry preferred.
Proficiency in Office 365 (Outlook, Excel, Word, PowerPoint).
Familiarity with CRM/ERP systems and data entry.
Exceptional written and verbal communication skills.
Highly motivated, self-starting learner.
Strong multitasking and prioritization abilities.
Team-oriented mindset.
Commitment to high-quality customer service.
Professional work ethic and demeanor.
Excellent organizational and problem-solving aptitude.
Proactive problem-solving approach with strong decision-making skills.

Benefits

We offer comprehensive medical, dental, and vision coverage for employees and their dependents.
Additional benefits include life insurance, short-term and long-term disability coverage, and access to an Employee Assistance Program.
Enjoy paid time off accrued each pay period, nine paid holidays, and a 401(k)-retirement plan including a company match.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data entrycustomer supportoperations managementcontact lens designorder processingeducational webinar facilitationsupply procurementproblem-solvingmultitaskingprioritization

Soft Skills

written communicationverbal communicationteam-orientedself-motivatedorganizational skillsprofessional demeanorcustomer serviceproactive problem-solvingdecision-makingcollaboration

Certifications

Associate’s degreeBachelor’s degree