Customer Care Specialist (Inside Sales Admin)

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Company Overview:

OCULUS is a family-owned medical device company founded and headquartered in Germany over a 125 years ago. Since then, the company has expanded globally and was established in the USA more than 20 years ago. OCULUS develops first-class instruments for eye diagnostics (ophthalmic medical equipment) for optometrists and ophthalmologists. Our team of professionals takes pride in providing high quality products, comprehensive product education, and exceptional customer service to doctors and their staff. Join us to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve vision.

Benefits:

Company covers 100% healthcare insurance premiums for employees and dependents, paid time off starts at 3 weeks annually, nine paid holidays, life insurance, short-term and long-term disability insurance, and a retirement plan with a very generous company contribution, and more.

NOTE: All applicants must submit both an application and complete an online assessment to be considered.

Application Process:

• Complete the application.
• Complete the online assessment: Please take your time, focus, and be as honest with yourself as possible when responding. Copy and paste the URL below into a web browser of a PC or laptop to begin the assessment:

Job Overview:

We are expanding our Customer Care Department in Arlington, WA to support the growth of our business and further serve our customers. Our Customer Care Specialists communicate with customers along their journey with OCULUS and assist the U.S. and Canadian Sales Force and Sales Directors by providing any administrative information they need in closing sales. Administrative responsibilities include supporting the entire sales cycle from the opportunity to the invoice level, assisting with shipping questions and taking deposits. Customer Care responsibilities include providing the upmost customer service before, during, and after the sale. Additional responsibilities include processing chain store orders and reporting information to customer contacts and portals.

Essential Responsibilities (other duties may be assigned):

• Act with a sense of urgency to respond to and complete customers' requests in a timely manner to provide exceptional customer service.
• Listen and act with patience, empathy, and focus, while able to resolve problems in a friendly caring manner.
• Support overflow of daily incoming phone calls.
• Create and update opportunities, for assigned territory.
• Maintain lead status reporting and updating.
• Lead customer communication during the sales process.
• Manage the overall customer sales journey with OCULUS including the completion of the net promotor score customer survey; provide status of received surveys to Supervisor.
• Process capital equipment quotations and orders, for assigned territory.
• Coordinate capital equipment orders between internal warehouse and sales force/end user.
• Collect and process deposits for capital equipment orders.
• Create and forward capital equipment invoices to customer, advise of payment terms.
• Communicate shipping notifications with customer and sales force.
• Process installation paperwork to follow FDA guidelines.
• Process chain store orders, not involving Sales Force.
• Serve as point of contact for used unit sales and update reports internally.
• Maintain US and Canada Sales Admin Confluence Knowledge Base.
• Ensure proper electronic document retention.
• May assist with online shop order processing from website.
• Maintains data in ERP customer database.
• Assist with administration tasks at tradeshows when necessary.
• Assist with other administrative tasks.

Qualifications:

• High School diploma or equivalent
• At least one year of relevant work experience in an administrative role
• Eye care experience (ophthalmic, optometry, optical) is helpful
• Ability to multitask, prioritize, and pay attention to details
• Great organizational skills to meet daily deadlines
• Accuracy in all written correspondence, data entry, and filing processes
• Ability to communicate precisely and effectively
• Excellent verbal and writing skills
• High quality customer service oriented
• Teamwork mentality
• Professional work ethic and demeanor
• Office 365 knowledge
• Prefer experience in CRM/ERP software and data entry
• Ability to travel to tradeshows or other events 2-4 weeks per year.

Schedule :Monday - Friday: 8:30am - 5:00pm

Location : Arlington, WA Facility

Physical demands and work environment:

• While performing the duties of this job, the employee is regularly required to sit, talk, hear. The employee is occasionally required to stand, walk and reach with hands and arms. Ability to lift up to 30 lbs.
• OCULUS provides a smoke and vape-free environment on company premises for its employees, customers, and visitors.

Scope and changes:

The is not intended to cover every single requirement of the job and the company reserves the right to change job duties at any time.

Application Process:

• Complete the application:
• Complete the assessment: Please take your time, focus, and be as honest with yourself as possible when responding. Copy and paste the URL below into a web browser of a PC or laptop to begin the assessment:

NOTE: All applicants must submit both an application and complete an online assessment to be considered.

Monday-Friday: 8:30am - 5:00pm