RxSight, Inc.
Global Customer Experience Specialist
RxSight, Inc., Aliso Viejo, California, United States, 92656
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Global Customer Experience Specialist
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RxSight, Inc.
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Description RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California, that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
Overview Reporting to the Associate Director of Commercial Operations, the Global Customer Experience Specialist is responsible for end-to-end support of RxSight’s international (OUS) commercial activities. This role ensures exceptional service and operational efficiency by coordinating order processing, managing onboarding, handling returns, and resolving inquiries while maintaining deep expertise in international duties, taxes, and freight requirements. The Specialist will utilize QAD, PowerBI, and Smartsheet to streamline processes and uphold data integrity across all platforms.
Responsibilities
Train and develop proficiency in QAD ERP System, RxSight technology, and relevant tools, including the Light Adjustable Lens, Light Delivery Device, PowerBI, and Smartsheet.
Own the New Customer Onboarding Process for all OUS accounts, coordinating with Sales Contracts, Finance, and Field teams.
Accurately enter and maintain sales orders and distributor relationships in QAD, ensuring correct pricing, duties, and taxes.
Support OUS Field Teams by processing orders for training materials, replacement and spare parts orders, and marketing materials.
Process Returns, collaborating with Quality to ensure compliance and efficient returns processing.
Partner with the Consignment Team to ensure inventory balances and cycle counts are completed.
Coordinate daily with our Warehouse and carriers to book international shipments, prepare all paperwork (commercial invoices, packing lists, certificates of origin), and handle customs filings.
Coordinate with Finance to ensure compliance with revenue recognition rules and proper VAT handling.
Address customer inquiries using available resources to deliver effective and timely resolutions.
Maintain and validate the accuracy of all data entered 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.
Optimize processes to ensure consistency, compliance, and high levels of customer satisfaction.
Qualifications
Deep knowledge of international shipping regulations, import/export laws, customs clearance, and all related paperwork (commercial invoices, packing lists, COOs).
Ability to analyze tariffs, duties, and taxes.
Proven experience coordinating carriers, tracking OUS shipments, and troubleshooting freight issues and escalations.
Strong customer service skills, ideally with hands-on experience in consignment inventory.
Clear and professional communication skills.
Highly organized, capable of managing multiple priorities without missing details.
Willingness to work overtime during high-volume periods.
Hands-on experience with ERP systems (QAD or similar) supporting order-to-cash processes.
Proficiency in Word, Excel, and Outlook.
Ability to handle complex, high-priority tasks independently.
Strong critical thinking and problem-solving skills.
Efficient in managing requests with accuracy and timeliness.
Education & Experience
Bachelor’s degree or equivalent, with 3-5 years’ experience in customer support, preferably in a Medical Device environment (Class III device preferred).
Completion of required training within 30 days of hire, including policies on insider trading, anti-bribery, and business ethics.
Additional Information This position is full-time, with a salary range of $35.00 to $43.00 per hour. No longer accepting applications from staffing agencies or search firms unless explicitly authorized. The role is based in Aliso Viejo, CA.
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Global Customer Experience Specialist
role at
RxSight, Inc.
Get AI-powered advice on this job and more exclusive features.
Description RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California, that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
Overview Reporting to the Associate Director of Commercial Operations, the Global Customer Experience Specialist is responsible for end-to-end support of RxSight’s international (OUS) commercial activities. This role ensures exceptional service and operational efficiency by coordinating order processing, managing onboarding, handling returns, and resolving inquiries while maintaining deep expertise in international duties, taxes, and freight requirements. The Specialist will utilize QAD, PowerBI, and Smartsheet to streamline processes and uphold data integrity across all platforms.
Responsibilities
Train and develop proficiency in QAD ERP System, RxSight technology, and relevant tools, including the Light Adjustable Lens, Light Delivery Device, PowerBI, and Smartsheet.
Own the New Customer Onboarding Process for all OUS accounts, coordinating with Sales Contracts, Finance, and Field teams.
Accurately enter and maintain sales orders and distributor relationships in QAD, ensuring correct pricing, duties, and taxes.
Support OUS Field Teams by processing orders for training materials, replacement and spare parts orders, and marketing materials.
Process Returns, collaborating with Quality to ensure compliance and efficient returns processing.
Partner with the Consignment Team to ensure inventory balances and cycle counts are completed.
Coordinate daily with our Warehouse and carriers to book international shipments, prepare all paperwork (commercial invoices, packing lists, certificates of origin), and handle customs filings.
Coordinate with Finance to ensure compliance with revenue recognition rules and proper VAT handling.
Address customer inquiries using available resources to deliver effective and timely resolutions.
Maintain and validate the accuracy of all data entered 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.
Optimize processes to ensure consistency, compliance, and high levels of customer satisfaction.
Qualifications
Deep knowledge of international shipping regulations, import/export laws, customs clearance, and all related paperwork (commercial invoices, packing lists, COOs).
Ability to analyze tariffs, duties, and taxes.
Proven experience coordinating carriers, tracking OUS shipments, and troubleshooting freight issues and escalations.
Strong customer service skills, ideally with hands-on experience in consignment inventory.
Clear and professional communication skills.
Highly organized, capable of managing multiple priorities without missing details.
Willingness to work overtime during high-volume periods.
Hands-on experience with ERP systems (QAD or similar) supporting order-to-cash processes.
Proficiency in Word, Excel, and Outlook.
Ability to handle complex, high-priority tasks independently.
Strong critical thinking and problem-solving skills.
Efficient in managing requests with accuracy and timeliness.
Education & Experience
Bachelor’s degree or equivalent, with 3-5 years’ experience in customer support, preferably in a Medical Device environment (Class III device preferred).
Completion of required training within 30 days of hire, including policies on insider trading, anti-bribery, and business ethics.
Additional Information This position is full-time, with a salary range of $35.00 to $43.00 per hour. No longer accepting applications from staffing agencies or search firms unless explicitly authorized. The role is based in Aliso Viejo, CA.
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