Global Customer Experience Specialist (Mon-Fri 5am-2pm)

Description

OVERVIEW:

Reporting to the Associate Director of Commercial Operations, the Global Customer Experience Specialist will manage daily customer interactions related to RxSight’s international (OUS) commercial operations. This role is responsible for coordinating sales order processing, supporting new customer onboarding, handling returns, and resolving customer inquiries for all OUS activities. The position is pivotal in ensuring exceptional customer service and operational efficiency, particularly in international shipments and logistics. The candidate will also develop expertise in RxSight’s systems, including QAD ERP, RxConnect Portal, PowerBI, and Smartsheet, to optimize processes for accuracy and efficiency.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Train and develop proficiency in QAD ERP System, RxSight technology, and relevant tools, including the Light Adjustable Lens, Light Delivery Device, RxConnect Portal, PowerBI, and Smartsheet.
• Own and manage the New Customer Onboarding Process, collaborating with Sales Contracts, Finance, and field teams to ensure seamless setup for OUS customers.
• Conduct accurate and efficient sales order entry and maintenance for all OUS commercial customers and distributors in QAD.
• Support OUS Field Teams by processing orders for training materials, replacement parts, and marketing materials.
• Process Return Materials Authorizations (RMA), collaborating with Quality to ensure compliance and efficient returns processing.
• Partner with Consignment Team to ensure inventory balances and cycle counts are completed.
• Communicate daily with the Warehouse team regarding OUS logistics, including shipping processes, documentation, and specific requirements for each region.
• Coordinate with Finance to ensure compliance with revenue recognition guidelines for OUS transactions.
• Address customer inquiries using available resources to deliver effective and timely resolutions.
• Maintain and validate the accuracy of all data entered into systems for new customers, existing accounts, and updates to customer information.
• Regularly review and audit data for completeness, consistency, and compliance with company standards.
• Proactively identify and resolve discrepancies or errors, collaborating with relevant teams to ensure data integrity across all platforms.
• Optimization of processes to ensure consistency, compliance, and high levels of customer satisfaction.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Strong understanding of international shipping regulations, including import/export laws, customs clearance processes, and required documentation (e.g., commercial invoices, packing lists).
• Familiarity with tariffs, duties, and taxes applicable to specific countries, with an ability to communicate how these costs affect pricing and billing for customers.
• Proven logistics coordination experience for international shipments, including managing carriers, tracking, and resolving shipping challenges.
• High-level customer service experience, preferably with exposure to customer consignment inventory.
• Exceptional verbal and written communication skills, with the ability to maintain professional, effective, and clear communication with customers and internal teams via phone and email.
• Strong organizational skills, with the ability to prioritize and manage multiple tasks while maintaining attention to detail.
• Overtime may be required during periods of high volume to ensure timely completion of daily responsibilities.
• Proven experience with hands-on ERP systems in a customer support capacity.
• Intermediate proficiency in Microsoft Office programs (Word, Excel, Outlook).
• Advanced execution of complex and high-priority tasks with minimal supervision.
• Demonstrates strong critical thinking skills and resourcefulness in problem-solving and decision-making.
• Highly efficient in managing and processing requests, ensuring accuracy and timeliness. 
• Perform other related duties and tasks as assigned to support departmental and company objectives.

SUPERVISORY RESPONSIBILITIES:

N/A 

EDUCATION, EXPERIENCE, and TRAINING:

• Bachelor’s degree; or equivalent along with 3-5 years’ experience in a customer support environment, or a combination of education and experience. Experience in a Medical Device environment, preferably a class III device. 
• Training to be completed per the training plan for this position as maintained in the document control system.

CERTIFICATES, LICENSES, REGISTRATIONS:

N/A

COMPUTER SKILLS: