Customer Support Specialist

Company Overview
LENSAR, Inc. is the leader in advanced robotic laser technology for refractive cataract surgery. LENSAR's laser systems offer cataract surgeons superior precision and accuracy, while optimizing overall visual outcomes. Our mission is to take the time to understand the needs of surgeons and their patients so that we can innovate our technology to ensure we meet their dynamic needs.

Interested in starting a career at LENSAR?
As a global leader in next generation robotic laser for cataract surgery, our success depends on talented and motivated individuals who share our passion for making a difference in patients' lives. We pride ourselves on having a highly collaborative, innovative environment where initiatives and teamwork are valued, and individual efforts are recognized. Together we are one team one vision.

POSITION SUMMARY
The Customer Support Specialist is responsible for providing support and communication for internal and external customers. Key responsibilities will include call handling and escalation, order processing, scheduling, call tracking, and part return processing.


After full and successful training has been completed for the role (approx. 9 - 12 months), additional opportunity may become available for a hybrid schedule between in-office and remote working days.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work as a part of a multi-disciplinary team, ensuring all customer and field personnel calls and service complaints are processed accurately and promptly to the satisfaction of the customer.
• Process customer and field personnel parts orders and returns ensuring on time delivery and proactive tracking of priority shipments.
• Work as part of a multi-disciplinary team to coordinate system repairs and field upgrades while providing continuous updates to impacted parties.
• Liaise with the clinical team and sales force on a regular basis regarding orders, changes to customer accounts, and general information from customers.
• Ensure customer web portal user accounts are current and accurately maintained. Create, maintain / modify and delete accounts as requested by authorized users.
• Place consumable and certificate orders for customer orders received via phone or email for entry into the LENSAR Web Portal as requested.

KNOWLEDGE / EXPERIENCE / SKILLS / EDUCATION
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

Required:

• High School Diploma or equivalent.
• Ability to organize and prioritize multiple tasks with minimal supervision.
• Excellent interpersonal and communication skills (written & verbal).
• Strong customer focus with a sense of urgency to customer needs.
• Outstanding judgment and the ability to interact in a stressful and challenging environment.
• Proficient in MS office.

Preferred:

• Previous experience in a medical device customer support role.
• Prior data entry and customer service experience, preferably in an inventory and order fulfillment environment.

PHYSICAL DEMANDS
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Customer Support Specialist's job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Customer Support Specialist's duties and responsibilities. While performing the duties of this job, the employee is regularly required to communicate in person and on a telephone. The employee is frequently required to remain stationery and work on a computer. The employee is occasionally required to move about the facility.

WORK ENVIRONMENT
The Customer Support Specialist will primarily be in a general office environment with some need for interaction in the manufacturing area where there are moving parts and loud noise.


In addition to a competitive salary, below are further benefits/rewards offered by LENSAR, Inc.:
-Annual bonus opportunity
-Company matched 401(k) plan with eligibility day one and immediate vesting
-Employee Stock Purchase Plan (ESPP) and other company equity programs
-Employer-sponsored comprehensive health plans- medical/dental/vision
-Employer-paid disability insurance
-Voluntary life insurance
-Generous company holiday schedule
-Paid time off program
-Company-wide paid shutdown during the holidays