Business Operations Support Specialist - Safevision (Remote)

SafeVision by HOYA VISION CARE, North America
Job Description

Job Title: Business Operations Support Specialist Department: Sales Support - SafeVision
Reports To: Business Operations Manager Location: Remote

SUMMARY

The Business Operations Support Specialist is an experienced professional with knowledge of sales, business/commercial operations, and customer services best practices. They are the primary contact for all SafeVision KAMs when Safety Rx support is needed and the primary support function for the SafeVision line of business. They contribute to, create, and maintain good customer relationships while ensuring customer retention.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Duties

SafeVision line of business primary resource for business operations and sales support related to Safety Rx solutions.
Customer profile set up and maintenance. Assistance to the KAM - review of programs, pricing, billing, order form, order process, and other necessary processes.
Complete purchase order review and updates to ensure accurate order processing.
Provide troubleshooting assistance for customer orders, billing, account statuses and relevant problems.
Providers assistance with reporting and sales data.
Liaison with account managers to structure profile data accurately for product or price changes.
Primary resource for maintaining Geographic Dispensing Provider Network including onsites; i.e. finding new ECPs, training new/existing ECPs and network clean up.
Stay up-to-date with new product and feature launches and ensure sales team and accounts are on board.
Review pending orders with conversion or pricing error to programs are followed and prevent billing errors.
Suggest sales operation process improvements and document standard operating procedures.
Meets with other departments to make sure all unresolved issues are being addressed.
Reports all recurring problems/issues to KAM and Management team until solution or fix is implemented.
Acknowledges customer and KAM needs by responding to emails or phone calls within a timely period within standard turn around timelines dependent on specific task.
Updates all contact information, program changes in SalesForce and Optic.
Primary resource for ordering and maintaining ECP and customer frame sample kits.

QUALIFICATIONS
Education

BS or Associate degree in business or relevant field a plus.

Experience

Proven work experience as a Business Operations and/or Sales Support or similar role.
Minimum of 3 years in a related support role.

Knowledge, Skills, and Abilities

Proficiency with MS Office Suite, particularly MS Excel and Word.
In-depth understanding of sales principles and customer service practices.
Excellent communication skills.
Analytical, problem solving and multitasking skills.
Teamwork and motivational skills.
Knowledge and understanding of the Optical industry recommended.
Hands on experience with ERP and CRM systems.
Ability to represent the company in a professional manner.
Ability to work overtime when needed.
Able to read and write English. Multi-lingual a plus