Job Description
Menicon Australia, a leader in specialty contact lenses and eye care solutions, is seeking a Professional Services Administrator team member to assist with order entry, basic troubleshooting, and professional services administration.
This role is ideal for someone with strong attention to detail, problem-solving skills, and an interest in specialty contact lenses, who is proactive, tech-savvy, and adaptable. It offers a mix of customer operations and professional services support, with opportunities to improve workflows and collaborate across teams.
Job Title
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Professional Services Administration
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Experience in optical, optometry, or medical industry preferred (or willingness to learn).
- Proficiency in data entry and CRM systems (HubSpot experience is a plus).
- Strong attention to detail and accuracy in processing orders and documentation.
- Ability to troubleshoot and resolve basic product-related issues independently.
- Tech-savvy and adaptable – Comfortable with cloud-based tools and learning new systems.
- Excellent customer service and communication skills, with a problem-solving mindset.
- Strong organizational skills to manage multiple priorities effectively.
Job Responsibilities
- Order Processing & Data Entry (Primary Focus).
- Accurately enter and process customer orders, ensuring correct product and prescription details.
- Maintain CRM records (HubSpot, internal systems) with attention to detail and data accuracy.
- Work with internal teams to resolve order discrepancies efficiently.
- Identify process improvements to enhance order fulfilment and reduce errors.
- Address basic product inquiries from Eye Care Professionals (ECPs), including lens fitting and product usage.
- Provide clear guidance on common product issues, escalating complex cases to the Professional Services team.
- Respond to customer queries via email, phone, and HubSpot Helpdesk with a customer-focused mindset.
- Stay updated on Menicon’s specialty lens products to provide accurate technical support.
- Assist with scheduling training sessions, webinars, and professional development events.
- Update and maintain educational content, case studies, and product support materials.
- Organise compliance records and training materials, ensuring accessibility and accuracy.
- Track ECP engagement and training participation, generating reports for internal use.
- Provide cross-functional support to Business Development, Professional Services, and Customer Support teams.
- Generate reports on order trends, customer inquiries, and troubleshooting cases to support decision-making.
- Ensure accurate data tracking and customer interaction records for internal teams.
- Analyse ECP engagement and order fulfillment trends to optimise customer support strategies.
- Technical Documentation & Support – Assist in developing training materials for new products.
- Cross-Department Collaboration – Work closely with Business Development, Professional Services, and Customer Support teams on projects that support company growth.
- Process Improvement – Identify ways to improve order processing efficiency and assist in developing clear standard operating procedures (SOPs).
Good luck and God Bless!