Job Title: Customer Success Representative
Location:
Depew, NY, US, 14043
Business Unit:
Ophthalmic & Precision Solutions
Posting Date:
Nov 12, 2026
Job Description:
As a Customer Success Representative, you will play an important role in creating a positive experience for domestic and international customers. You will partner with sales and cross-functional teams to coordinate customer orders, quotations, pricing, product returns, international documentation, and service-related issues while providing clear, timely communication throughout the customer experience.
This role offers the opportunity to build broad business knowledge, collaborate across multiple functions, support customers around the world, and contribute to continuous improvement within Customer Success.
Responsibilities
You will:
- Provide timely support to domestic and international customers, sales managers, application specialists, dealers, and national retail accounts.
- Coordinate quotations, pricing, customer orders, purchase orders, and return material authorizations.
- Maintain accurate and timely follow-up on customer orders, service needs, and open issues.
- Support export documentation and international shipping activities.
- Coordinate with Regulatory on country registration matters and related documentation.
- Assist with new dealer agreements and contract reviews.
- Partner with Technical Service to resolve product and service issues.
- Collaborate with Finance, Production, and Shipping to address order delays and fulfillment concerns.
- Communicate order status, next steps, and resolution information clearly to customers and internal partners.
- Manage multiple priorities while providing responsive customer support.
- Identify, implement, and document process improvements.
- Provide coverage and support across the Customer Success team as needed.
Required Qualifications
- Three to five years of customer service or customer success experience.
- Experience supporting customer orders, inquiries, and issue resolution.
- Familiarity with export documentation and international shipping requirements.
- Proficiency in Microsoft Word and Excel.
- Effective written and verbal communication skills.
- Strong organizational skills with the ability to manage competing priorities.
- Ability to make timely, well-supported decisions.
- Ability to collaborate effectively with customers and cross-functional teams.
- Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
Preferred Qualifications
- Bachelor’s degree in business or a related field.
- Experience supporting international customers, dealers, or national accounts.
- Experience with MAX, SSRS, OneNote, or comparable business and reporting systems.
- Process improvement, Six Sigma, or project management experience.
- Additional language capability, particularly a language used in the Asia-Pacific region.
Employee Type:
Hourly
Currency:
USD
Salary Minimum:
50,000
Salary Maximum:
55,000
Incentive:
1289
Nearest Major Market: Buffalo