Operations Administrator, Ophthalmology/Optometry

Role Overview

• 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.

Tech Stack

• ERP

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.