Customer Service Representative at Topcon

For over 90 years, Topcon’s vision has been to solve societal challenges around the globe. In healthcare, we are developing innovations that improve patients’ health and quality of life. 

We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology. Our robotic devices deliver simplicity without compromise, by capturing clear images with the push of a button. 

By joining Topcon Healthcare, you become part of a growing, diverse, global team. With office locations throughout North America, whether you are on-site, remote, or hybrid, our culture empowers you to contribute to company and personal success each day. At Topcon Healthcare, you can grow your career, gain new perspectives, and help address society’s most pressing challenges.  If you have drive, passion, and a desire to be part of a collaborative team, we want to hear from you.

At Topcon Healthcare, we don’t wait for the future. We invent it. Join us.

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, keeping information accurate, organized, and up to date. You’ll create cases, enter sales orders in SAP, and support RMAs, loaners, and basic troubleshooting. Working closely with Logistics, Field Service, Purchasing, and Sales, you’ll help ensure requests move efficiently and customers receive timely, accurate updates.

Responsibilities

• 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, 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

Requirements & Skills

• 2+ years of experience in customer service, operations, or order management
• Familiarity with CRM and ticketing processes and systems required; experience with Salesforce Lightning, SAP, and ServiceChannel preferred
• French fluency a strong plus but not a requirement
• 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

Base Pay: 

Expected Base Pay Range: $32.00 - $34.00 Hourly  

The base pay range included is a projected hiring range for a position, level and potential work location(s) listed.  Topcon provides the compensation range that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule.    

Benefits*:  

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 in addition to other perks and benefits.  We also offer time off for our employees to recharge.  Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.   

Topcon reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation; individual candidate compensation may be determined based on individual skills, experience, training, certifications, education, final work location and other factors not related to an applicant’s sex or other status protected by local, state, or federal law. Changes in the position level, location or other factors associated with the role may change the final determined compensation.  The recruiter can provide additional information during the hiring process.  

*Topcon time off policies can vary as well as roles which are exempt or non-exempt.  For hourly (“non-exempt”) employees, we offer personal paid time off which accrues in accordance with local standards.  For salaried (“exempt”) employees, we offer a flexible paid time off policy giving you flexibility to take time when needed, while supporting business needs.  All paid time off policies are in accordance with or exceeding local law.  Employees working at least 30 hours per week are eligible for our Health and Welfare benefit package. 

EEO Statement: 

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.