Operations Coordinator

Role Overview

• Facilitate cross-departmental collaboration to optimize service quality, productivity, and business outcomes
• Answer and route incoming calls in a professional and friendly manner
• Provide outstanding customer support via phone and email, addressing product-related inquiries and complex issues
• Proactively contact customers for follow-ups, post-training check-ins, and outreach related to low order volumes
• Receive, scan, and upload impression materials and 3D images to shared systems
• Serve as a liaison to contracted manufacturing labs (AVT, Medlac) to ensure timely production
• Follow up with practitioners to prevent order delays related to consultation or design requirements
• Enter customer reorders and process orders originating from remote teams
• Create EyePacks for first-time wearers
• Moderate and facilitate educational webinars
• Collaborate on the development and maintenance of customer resources and educational materials
• Monitor inventory and procure supplies, including BluGoo
• Provide backup support for billing and shipping functions
• Contribute to continuous improvement of business processes and customer experience
• Maintain ongoing learning in specialty contact lens products and industry trends
• Participate in continued business and industry education
• Support special projects and other business needs as assigned

Requirements

• Associate or bachelor’s degree in a related field preferred
• 3+ years of experience in operations or customer support preferred
• 1+ year of experience in the contact lens industry preferred
• Proficiency in Microsoft Office 365 (Outlook, Excel, Word, PowerPoint)
• Experience with CRM/ERP systems and data entry
• Exceptional written and verbal communication skills
• Self-motivated, proactive learner with a strong sense of ownership
• Ability to multitask, prioritize, and meet deadlines
• Team-oriented with a strong commitment to high-quality customer service
• Professional demeanor with strong organizational and problem-solving skills
• Confident and thoughtful decision-maker with a proactive approach to challenges

Tech Stack

• ERP

Benefits

• Medical, dental, and vision insurance for employees and dependents
• Life insurance, short
• and long-term disability coverage
• Employee Assistance Program (EAP)
• Paid time off accrued each pay period
• Nine paid holidays
• 401(k) retirement plan with company match