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About the Role

This role focuses on providing exceptional customer service and supporting daily office operations. You will assist the US Office Team and US Sales Team, reporting to the Operations Manager. The position is based in New York City with a hybrid schedule, potentially transitioning to on-site based on business needs. The role requires managing your own workload, prioritizing effectively, and meeting deadlines.

Responsibilities

Ensure a consistently excellent level of customer service under high work demands.
Proactively reach out to customers with a natural ability and desire to help.
Handle customer service calls and inquiries regarding product information, availability, use instructions, issues, and complaints.
Route leads to appropriate Regional Account Managers.
Answer billing and pricing questions and place direct orders.
Create invoices for customer orders.
Maintain good product knowledge.
Route product complaints to the Head of Operations and Quality & Regulatory Manager.
Provide general support for office functions, including sales team support and meeting organization.
Manage and route office sample and literature inventory.
Collect, scan, save, and forward applicable mail/information to Dublin.
Manage US Team requests/inquiries, liaising with the UK Office.
Send customer and sample requests.
Serve as the first point of contact for general office inquiries.
Manage office calls and transfer/take messages.
Order office consumables.
Set up accounts and process orders for Samples/Marketing Literature.
Send individual follow-up emails with administrative information.
Input and export direct orders swiftly.
Set up new accounts daily.
Submit internal transfer documents for inventory requests.
Track individual RAM budgets.
Share maximum allotments with RAMs and collect/aggregate requests.
Process individual orders in the finance system.
Assist Key Accounts team in supply, logistics, and finance.
Route and track requested samples and marketing literature.
Assist with compiling leads and sending follow-up sample/kits.
Set up and process new customer/existing customer orders made during events.
Request and review product options, quotes, and quantities for production.
Request appropriate artwork files and specs for production.
Track all production spends and costs.
Liaise effectively with Scope colleagues to maximize commercial effectiveness.
Liaise effectively with relevant third-party stakeholders.
Proactively share best practices with colleagues.
Liaise with all Scope employees in a helpful and constructive manner.

Requirements

3-5 years plus experience in a similar role.
Experience of Customer Service and Support.
Healthcare experience in similar roles is an advantage but not essential.
Experience using CRM and other business software and databases.
Excellent attention to detail with an ability to remain focused on repetitive tasks.
Strong planning and organizational skills.
A proven ability to manage conflicting priorities in a busy office environment.
Professional, approachable, and helpful style.
Ability to work autonomously, and be capable of independently generating, prioritizing, and handling own work.
Works well with others and supports a team working environment by helping where needed.
Flexible and willing to work additional hours when required during busy periods.
Available to travel occasionally for company meetings in US, UK, and Ireland (2-3 times annually).
Able to work in a fast, dynamic, multicultural and matrix structure.
Drive, energy, and ability to work under pressure and deliver results.
A real team player who will seize the opportunity to develop good relationships with others.
A good sense of humor and a bright, enthusiastic personality.

Skills

Excellent MS Word, Excel and Outlook skills.

Location

New York City

Work Type

Hybrid
On-site

Experience Level

3-5 years plus experience

Education Level

College degree in a business discipline is desirable.

About the Company

Scope Health Inc is aiming to become a leading force in Eyecare, with people at its core.

Equal Opportunity

Scope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.