Logo
RxSight, Inc.

Global Customer Experience Specialist

RxSight, Inc., Aliso Viejo

Save Job

Job Type
Full-time
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.
Requirements
ESSENTIAL DUTIES AND 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 Consignment Team to ensure inventory balances and cycle counts are completed.
  • Coordinate daily with our Warehouse and carriers to book international shipments, prep all paperwork (commercial invoices, packing lists, certificates of origin), and handle customs filings.
  • Coordinate with Finance to ensure compliance with revenue recognition rules are met and VAT's are handled properly.
  • 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.
  • Optimization of processes to ensure consistency, compliance, and high levels of customer satisfaction.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
  • Deep knowledge of international shipping regulations, import/export laws, customs clearance, and all the paperwork (commercial invoices, packing lists, COOs)
  • Comfortable breaking down tariffs, duties, and taxes.
  • Proven track record coordinating carriers, tracking OUS shipments, and troubleshooting freight issues and escalations.
  • Customer service pro, ideally with hands-on consignment inventory experience
  • Clear, professional communicator
  • Exceptionally organized, able to juggle multiple priorities without missing a detail
  • Overtime may be required during periods of high volume to ensure timely completion of daily responsibilities.
  • Hands-on ERP user (QAD or similar) with experience supporting customers through order-to-cash processes
  • Solid skills in Word, Excel, and Outlook.
  • Able to take on complex, high-priority tasks independently
  • Demonstrates strong critical thinking skills and resourcefulness in problem-solving and decision-making.
  • Highly efficient in managing and processing requests, ensuring accuracy and timeliness.
  • Perform other related duties and tasks as assigned to support departmental and company objectives.
SUPERVISORY RESPONSIBILITIES:
N/A
EDUCATION, EXPERIENCE, and TRAINING:
  • Bachelor's degree; or equivalent along with 3-5 years' experience in a customer support environment, or a combination of education and experience. Experience in a Medical Device environment, preferably a class III device.
  • Training to be completed per the training plan for this position as maintained in the document control system.
  • The training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conducts and Ethics must be diligently completed within 30 days from the hiring date and on an annual basis.

CERTIFICATES, LICENSES, REGISTRATIONS:
N/A
COMPUTER SKILLS:
To perform this job successfully, an individual should have multiple working knowledge of Customer Relationship Management (CRM). MS Office applications are expected to be on the Moderate to Expert level. Experience with PowerBI and Smartsheet systems preferred. Knowledge of QAD ERP System preferred.
Notice to Staffing Agencies and Search Firms:
RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight's Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.
Salary Description
$35.00 To $43.00 Per Hour