What are the responsibilities and job description for the Customer Service Representative – IOL position at BVI Medical?
Purpose
About Us
BVI Medical is leading ophthalmic device company specializing in premium intraocular lenses (IOLs). As we prepare for an exciting launch of premium IOLs in the US market, we are seeking a dedicated Customer Service Representative to join our team and serve as a critical link between our team, our sales representatives, and key opinion leaders (KOLs) in ophthalmology.
Position Overview
The Customer Service Representative will play a vital role in our premium IOL product launch, managing order processing, serialized inventory, and customer relationships. This position requires exceptional attention to detail, strong communication skills, and the ability to serve as the voice of the customer while supporting our sales team and KOLs. The ideal candidate will help establish and refine our customer service protocols as we expand our premium IOL offerings in the US market.
Key Responsibilities
- Process and manage orders for premium IOLs through our ERP system, ensuring accuracy and timeliness
- Coordinate consignment inventory management, including reconciliation and tracking in partnership with existing team members
- Handle product returns and related documentation in compliance with company policies
- Provide exceptional support to customers, addressing inquiries and resolving issues promptly
- Work closely with the sales team to support KOL relationships during the critical launch phase
- Document customer feedback and serve as the voice of the customer in cross-functional meetings post launch
- Maintain detailed records in our CRM system to track customer interactions and preferences
- Develop expertise in our premium IOLs and cataract surgeries to support high engagement with dedicated IOL sales team
- Identify opportunities for process improvement based on customer and sales team feedback
- Bachelor's degree in business administration, healthcare administration, or related field preferred
- 2 years of customer service experience, preferably in medical devices or healthcare
- Experience with ERP systems (e.g., IFS, SAP, Oracle, Microsoft Dynamics) and CRM platforms (e.g., Salesforce)
- Strong understanding of inventory management principles
- Excellent communication skills, both written and verbal
- High attention to detail and organizational ability
- Problem-solving skills with a customer-first mindset
- Ability to work independently while contributing positively to team goals
- Experience in ophthalmology or surgical devices is a plus
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Ability to learn complex product specifications and communicate them effectively
- Strong data entry skills with high accuracy
- Capacity to prioritize multiple tasks in a fast-paced environment
- Professional phone manner and email etiquette
- Hybrid role with on-site training required initially and for key meetings and events
- Occasional travel may be required for training or customer site visits 1-2 times a year
- Fast-paced environment with emphasis on both customer satisfaction and operational excellence
- Partial week in office with evolving hybrid team supporting two key product lines
- Competitive salary and benefits package
- Opportunity to play a key role in an important product launch
- Professional development and growth opportunities in medical device industry
- Collaborative team environment focused on innovation and customer service
- Training in specialized ophthalmic products and procedures
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
