X-Cel - Contact Lens Consultant

Requisition ID : 853452

Position : Full-Time

Total Rewards :

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs.

Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience.

With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

The Contact Lens Consultant will be responsible for consulting directly with doctors on new patients’ contact lens selection, design and fitting, and resolving fitting problems on existing patients for highly regulated products and environments, including 21 CFR 820 and ISO 13485.

The employee makes recommendations to doctors by examining instrumentation files / pictures / videos provided, and visits accounts to conduct in-office training or assist with difficult contact lens fits.

MAJOR DUTIES AND RESPONSIBILITIES

• Direct and significant impact on the potential revenue, profitability and customer retention for each order managed, as well as on the ocular health of the patients supported.
• Conduct app. 40-70 direct customer contacts per day for the design of an appropriate lens to fit the doctors’ specifications
• Provide professional judgment and make independent tactical decisions for successful contact lens selection, design, and fitting.
• Provide customer service including price quotations, entering technical lens descriptions and parameters, order changes, adjustments, cancellations, and shipping instructions directly from customers.
• Ensure proper pricing and delivery are provided.
• Assist other staff with lens fitting and problem resolution.
• Coordinate surveys of customers and provide feedback from accounts to management on new products, clinical performance, complaints and troubleshooting, and specific needs.
• Perform outbound phone sales calls and follow up with customers as needed to ensure customer satisfaction and solicit new business.
• Collaborate to support sales functions in field or internally. Take on assigned specific accounts to manage revenue, profitability, and growth.

Take on marketing and advising customers on new products or services.

• Work with management and engineering on integrating new developments in technologies and applications into next-generation designs.
• Provide proper training, direction, and technical guidance for less experienced employees. Attend in-house or company-sponsored training meetings when necessary
• Maintain work area in a neat, clean and organized condition. Follow safety policies when interacting with co-workers in the production area.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance of all attendance & safety rules and regulations.

Maintain confidentially of all proprietary and HIPAA protected information.

Willingly assist others as necessary. Cooperate with other coworkers and demonstrate a good attitude.

BASIC QUALIFICATIONS

• High school diploma, GED or equivalent experience.
• 4-6 years of contact lens customer service experience
• Active NCLE certification with ongoing specialized training and continuing education
• Strong and consistent attention to detail and numerical / mathematical accuracy
• Excellent written and verbal communication skills in every customer contact
• Basic technical and troubleshooting skills required
• Ability to lift and / or move up to 25 pounds.
• Specific vision abilities required, including close vision.
• Must possess and maintain a valid driver’s license and be able to travel infrequently via auto or plane for customer training, conferences, and exhibitions.

PREFERRED QUALIFICATIONS

• For individuals assigned to international roles, bi-lingual language skills are a must
30+ days ago