Customer Experience & Logistics Lead, EU

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 Sr. Director, EU Market Development & Commercial Strategy and working in partnership with HQ Logistics & Customer Experience, the position will be based in EU. The position will primarily be responsible for EU Customer Experience including, but not limited to, office based Customer Support, Support of Technical and Clinical field staff, ERP management and OUS logistics. 

Position will be responsible for establishing the required communications and logistics infrastructure in order to ensure Customer Satisfaction.  

Requirements

Essential Duties And Responsibilities:

• In partnership with the 3rd Party Logistics (3PL) provider:
• Ensure smooth collaboration and operational alignment between the selected 3PL and RxSight by identifying and addressing process gaps, facilitating effective communication, and supporting seamless day-to-day logistics and customer experience operations.
• Train and become proficient on RxSight ERP system: QAD.
• Train and become proficient on RxSight Technology and Customer Support requirements.
• Manage and develop regional and in-country logistics, supporting new customer onboarding process, in conjunction with RxSight HQ, Marketing & Commercial Operations. 
• Management of OUS inventory including consignment inventory at customer locations.
• Ensure business systems are designed, developed, and deployed to support new customer experience. 
• Provide back office support to field based, clinical and technical staff. 
• Manage and develop logistics to support, Spare Parts, IOL and LDD distribution to ensure defined process supporting customer onboarding process. 
• Work with RxSight HQ on developing and establishing a 3PL infrastructure.
• Support the EU leadership and EU field staff
• Draft, release, and administration of Customer Experience business procedures. 
• Monitoring of all Service/Clinical Bulletin actions within a predetermined time period.  
• Monitoring of Preventive Maintenance Schedules for fielded equipment with in geographical region.  
• When required, travel to US Headquarters for training and other support duties. 
• Maintain the highest level of direct customer satisfaction with the highest professionalism possible while managing customer situations and/or concerns.

Required Knowledge, Skills And Abilities:

• Motivated by working both independently and in a team in structured and goal-orientated way. 
• Experience managing inventory including customer consignments
• Experience managing developing third part logistics infrastructure.
• Experience working with import and export logistics within country specific customs framework.
• Customer focus and natural problem solver.
• Experience with working with and developing ERP systems. 
• Deep understanding of Customer experience in medical device industry. 
• Experience developing and executing customer experience procedures.
• A demonstrable track record of success in achieving and maintaining high quality documentation for use in customer support environment. 
• Effective analytical and problem solving skills with the ability to apply creative solutions to challenges
• Demonstrates accuracy, a thorough attention to detail and efficient time management skills.
• Excellent English language communication skills in both oral and written formats, as well as excellent listening and problem solving skills.
• Fluency in one of the following highly preferred: French, German, Spanish.
• The ability to interface effectively with all levels and functions within the organization.
• Proven ability to manage Customer Support/Service situations and excellent follow up skills. 

Supervisory Responsibilities:

• Position will be responsible for managing third party logistics partners. 

Education, Experience, And Training:

• Degree qualified in a business or technical discipline.
• Experience gained, in a similar role and industry.
• 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:

• Understanding of ERP (Enterprise Resource Planning) software and it’s utility in a business environment. 
• Standard knowledge of Microsoft Office applications. 

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.