Customer Support Coordinator - San Jose

Title: Customer Support Coordinator

Location: San Jose

About Lumenis:

Energy to Healthcare Lumenis is a global leader in the field of minimally invasive clinical solutions for the Ophthalmology and Aesthetic markets and is a world-renowned expert in developing and commercializing innovative energy-based technologies, including Laser, Intense Pulsed Light (IPL) and Radio-Frequency (RF).

This position is responsible for ensuring a seamless customer experience by managing service inquiries, processing orders, and coordinating with internal teams to resolve issues efficiently. This role supports the sales and service teams by handling customer interactions, Provide Teir 1 troubleshooting for products, and ensuring timely delivery of solutions. The ideal candidate thrives in a fast-paced environment, demonstrates excellent problem-solving skills, and is committed to delivering exceptional customer service.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Serve as the primary point of contact for customer inquiries related to service issues, and product support.
• Manage a high volume of inbound calls and emails, providing prompt and professional assistance.
• Process service orders, track order progress, and update customers on order status.
• Provide Teir 1 troubleshooting and resolve customer concerns regarding product performance.
• Maintain and coordinate Customer Engineers' schedules to ensure efficient service operations.
• Identify potential service order or shipment delays and escalate issues to management when necessary.
• Ensure all customer interactions adhere to company policies, maintaining a high level of service integrity.
• Keep accurate records of customer interactions, transactions, and resolutions in the CRM system.
• Take on additional projects and responsibilities as assigned to enhance overall customer satisfaction.

 

Qualifications:

Minimum of 3 years of experience in customer service, dispatching, or scheduling.

Experience in SAP, Salesforce, and SMAX knowledge

Strong reliability, accountability, and problem-solving skills.

Excellent verbal, written, and interpersonal communication abilities.

 

Compensation & Benefits:

• Competitive Base Salary, Bonuses, plus uncapped commissions.
• Monthly car and home office allowance
• Travel and entertainment expense budget
• Benefits package including Medical, Dental, Vision, and company matching 401(k). Employee paid Life/AD&D/LTD. Benefits start day 1!
• Unlimited PTO
• Excellent culture

 

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

The job description outlined above reflects general details as necessary to describe the primary functions of this job and the level of knowledge and skill typically required but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.

Applicants responding to this posting must be able to provide proof of eligibility to work in the United States.