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

📌 Core Information

🔹 Job Title: Global Customer Experience Specialist (Mon-Fri 5am-2pm)

🔹 Company: RxSight, Inc.

🔹 Location: Aliso Viejo, California, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 3, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing daily customer interactions for international operations
• Coordinating sales order processing and customer onboarding
• Handling returns and resolving customer inquiries
• Ensuring exceptional customer service and operational efficiency

ASSUMPTION: This role involves significant cross-departmental coordination and a strong understanding of international logistics due to the focus on international operations.

📋 Key Responsibilities

✅ Train and develop proficiency in QAD ERP System and RxSight technology

✅ Own and manage the New Customer Onboarding Process

✅ Conduct sales order entry and maintenance for OUS customers

✅ Support OUS Field Teams by processing orders for materials

✅ Process Return Materials Authorizations (RMA)

✅ Partner with Consignment Team for inventory management

✅ Communicate daily with the Warehouse team on logistics

✅ Coordinate with Finance for compliance with revenue guidelines

✅ Address customer inquiries and validate data accuracy in systems

✅ Optimize processes for consistency and customer satisfaction

ASSUMPTION: The responsibilities emphasize a need for strong communication skills and attention to detail, particularly in data management and logistics coordination.

🎯 Required Qualifications

Education: Bachelor’s degree or equivalent experience

Experience: 3-5 years in a customer support environment, preferably in a medical device field

Required Skills:

• Understanding of international shipping regulations
• Logistics coordination experience
• High-level customer service skills
• Exceptional communication and organizational skills

Preferred Skills:

• Experience with PowerBI and Smartsheet
• Knowledge of QAD ERP System

ASSUMPTION: Preferred skills indicate a focus on technology proficiency to support complex logistics and data management.

💰 Compensation & Benefits

Salary Range: Not specified; competitive within the medical device industry

Benefits:

• Health and wellness benefits
• Professional development opportunities
• Employee assistance programs

Working Hours: Monday to Friday, 5am-2pm; flexibility may be required during high-volume periods

ASSUMPTION: Compensation likely includes standard medical device industry benefits, such as health care and development opportunities.

📌 Applicant Insights

🔍 Company Context

Industry: Medical Equipment Manufacturing, offering innovative solutions for cataract surgery

Company Size: 201-500 employees, indicating a medium-sized firm that balances growth with a tight-knit work culture

Founded: 1997, with a strong history in medical technology innovation

Company Description:

• World's first and only adjustable intraocular lens (IOL) creator
• Focuses on partner collaboration for optimized cataract surgery outcomes
• Leader in ophthalmic technology and surgical solutions

Company Specialties:

• Adjustable Intraocular Lens
• Cataract Surgery
• Ophthalmology

Company Website: http://www.rxsight.com

ASSUMPTION: The company's medium size suggests a supportive environment with potential for substantial impact by individuals within their roles.

📊 Role Analysis

Career Level: Intermediate level suitable for experienced professionals in customer support

Reporting Structure: Reports to the Associate Director of Commercial Operations

Work Arrangement: On-site role with potential flex on high-demand periods

Growth Opportunities:

• Advanced skills in international operations and logistics
• Leadership roles in customer experience management
• Opportunities in global commercial operations strategy development

ASSUMPTION: Growth opportunities are potentially high due to the company's emphasis on international operations and technology.

🌍 Location & Work Environment

Office Type: Corporate office environment

Office Location(s): 100 Columbia, Aliso Viejo, CA

Geographic Context:

• Located in a business-friendly area
• Proximity to medical technology hubs and related industries
• Accessible from major transportation routes

Work Schedule: Monday through Friday, with fixed hours and demand-dependent flexibility

ASSUMPTION: The location in a technology hub could offer networking opportunities within the medical device industry.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone or video interviews with HR and department heads
• Final interview rounds focused on technical and soft skills

Key Assessment Areas:

• Technical proficiency in logistics and ERP systems
• Communication and problem-solving skills
• International operations knowledge

Application Tips:

• Highlight international logistics experience
• Emphasize ERP system proficiency and data management skills
• Prepare to discuss customer service scenarios

ATS Keywords: Customer Service, Logistics Coordination, International Shipping, ERP Systems

ASSUMPTION: Strong preparation in international shipping will likely set candidates apart during assessments.

🛠️ Tools & Technologies

• QAD ERP System
• RxConnect Portal
• PowerBI
• Smartsheet

ASSUMPTION: Proficiency in these systems will be critical for efficiency and to meet departmental objectives effectively.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Customer partnership
• Integrity in operations

Work Style:

• Collaborative and resourceful approach
• Punctual and organized handling of tasks
• Proactive problem-solving ethos

Self-Assessment Questions:

• How do you handle complex logistical challenges?
• Describe your experience with international customer interactions.
• How do you ensure data integrity during high-pressure situations?

ASSUMPTION: Candidates excelling in proactive problem-solving and teamwork will integrate well into the company culture.

⚠️ Potential Challenges

• Managing logistics across diverse international regions
• Balancing high-volume order processing with accuracy
• Ensuring compliance with varied international regulations
• Adapting to evolving technologies and processes

ASSUMPTION: Candidates should be prepared for intense periods requiring strict adherence to processes and regulations to overcome potential challenges.

📈 Similar Roles Comparison

• Emphasis on international operations distinguishes this role
• Technical skill requirements align with industry trends
• Customer interfacing typically critical in similar positions

ASSUMPTION: The role demands a unique blend of logistic, customer service, and technical abilities compared to similar positions.

📝 Sample Projects

• Implementation of a streamlined customer onboarding process
• Development of a logistics tracking dashboard using PowerBI
• Cycle count accuracy project to reconcile consignment inventory

ASSUMPTION: Projects will likely require cross-team coordination to meet set objectives effectively and leverage all available tools.

❓ Key Questions to Ask During Interview

• Can you describe a typical day in this role?
• What challenges have previous employees faced here?
• How is success measured in this role?
• What are the opportunities for professional development?
• How does the company integrate new technologies?

ASSUMPTION: Questions should focus on role responsibilities and integration into company culture to provide productive and insightful discussions during interviews.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant international logistics experience
• Prepare examples of past problem-solving in logistics and customer care
• Tailor your cover letter to demonstrate knowledge of RxSight’s products and mission
• Be ready to discuss your experience with ERP systems in detail

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.