Customer Service Representative

Topcon Healthcare is a leader in eye care solutions with over 90 years of experience in developing innovations that improve patients’ health and quality of life.

We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology, delivering simplicity and accuracy through our robotic devices.

Join a growing, diverse, global team with office locations throughout North America. You can work on‑site, remotely, or in a hybrid model while contributing to company and personal success.

We’re looking for a self‑sufficient, detail‑oriented Customer Service Representative (CSR) who thrives in a fast‑moving, structured operations environment. In this role, you’ll manage an active queue of customer cases and communications in Salesforce Lightning, keep information accurate, and support order management across Sales, Logistics, Field Service, Purchasing, and Sales teams.

• Manage customer cases and communications in Salesforce Lightning, keeping updates clear, organized, and consistently documented.
• Maintain complete and traceable case records to support visibility across teams.
• Enter and track sales orders in SAP, coordinating with Logistics, Field Service, Purchasing, and Sales to ensure timely completion.
• Process RMAs, loaner requests, repairs, and parts orders while maintaining documentation accuracy throughout the process.
• Perform basic troubleshooting and resolve straightforward issues before escalation.
• Review and verify agreements and supporting documentation before processing requests or shipments.
• Communicate proactively to share status updates, identify recurring issues, and support continuous improvement.

• 2+ years of experience in customer service, operations, or order management.
• Familiarity with CRM and ticketing processes, and experience with Salesforce Lightning, SAP, and Service Channel preferred.
• French fluency is a strong plus but not required.
• Excellent written communication, organization, and documentation skills.
• Strong attention to detail and ability to manage multiple priorities in a dynamic environment.
• Self‑sufficient and proactive – takes ownership and resolves issues with minimal direction.
• Dependable, collaborative, and committed to accuracy and service excellence.

Expected Base Pay Range: $32.00 – $34.00 hourly.

Topcon offers a comprehensive benefit package for this position, including medical, dental, vision, life insurance, disability insurance, tax‑saving spending accounts, a 401(k) plan with employer match, tuition reimbursement, and other perks. Employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds local requirements.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.