What are the responsibilities and job description for the Customer Service Representative – Contacts and IOLs position at BVI Medical?
Purpose
About Us
We are a leading ophthalmic device company specializing in both custom-engineered soft contact lenses within the world of optometry and premium intraocular lenses (IOLs) for ophthalmic surgery. As we expand and our lens offerings in our Sarasota site, we are seeking a Customer Service Representative to support both product lines. This role offers significant growth opportunities as the team transitions to a more integrated lens service model.
Position Overview
This role will begin with a primary focus on custom soft contact lenses, developing a strong foundation in optometric product specifications, eye anatomy, and order engineering processes. Over time, the representative will transition into supporting the premium IOL product launch, managing surgical lens orders, consignment inventory, and customer relationships. This is a unique opportunity to gain expertise across both optometry and ophthalmology while shaping the future of our service team in Sarasota.
Key Responsibilities
Custom Contact Lens Support (Initial Focus – Optometry)
- Process and manage orders for custom soft contact lenses, ensuring precision in product specifications and order fulfillment
- Work closely with manufacturing teams to facilitate engineer-to-order lens production
- Develop expertise in lens parameters, fitting guidelines, and optometric terminology
- Assist optometrists and eye care professionals with product selection, order inquiries, and troubleshooting
- Maintain detailed records in ERP and CRM systems to track customer interactions and product performance
- Participate in specialized training on premium IOLs following new product launch in the US Market, including surgical applications, industry standards and relationships with providers
- Support the US premium IOL product launch by managing order processing, consignment inventory, and customer requests
- Act as a key liaison between the company, sales teams, and key opinion leaders (KOLs) in ophthalmology
- Gather and track customer feedback to refine service and collaboration between internal teams
- Assist in creating training materials and onboarding programs for customers and internal teams as the product line expands
- Be part of the the evolution of a dedicated service team, integrating optometry (custom soft lenses) and ophthalmology (IOLs) into a unified customer service model
- Gain multi-product expertise and the opportunity to advance into specialized roles as the team expands
- Participate in cross-training and team development initiatives to build comprehensive knowledge across both product lines
Qualifications
- Bachelor’s degree in business, healthcare administration, or a related field preferred
- 2 years of customer service experience, preferably in medical devices, optometry, or healthcare
- Experience with ERP and CRM systems (e.g., SAP, Oracle, IFS, Salesforce, Hubspot)
- Strong analytical and problem-solving skills, with high attention to detail
- Excellent written and verbal communication skills
- Ability to learn and apply complex optometric and ophthalmic product specifications
- Prior experience in optometry, contact lenses, or surgical devices is a plus
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Strong organizational ability to manage shifting priorities between product lines
- Comfortable working with technical product data and translating it into customer-friendly guidance
- Professional and customer-focused approach to problem resolution
- Hybrid role, with on-site training required initially and for key meetings/events and 2 days in office per week
- Fast-paced, evolving team environment with significant growth opportunities
- Comprehensive training in both custom contact lenses (optometry) and premium IOLs (ophthalmology)
- Career development opportunities across multiple product lines and functions
- Competitive salary and benefits package
BVI® is refocusing the future of vision.
As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.
We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept – taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.
Learn more at www.bvimedical.com
