Job Description

As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development.

We are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation.

Keeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index.

Customer Issue Resolution

• Serve as the primary point of contact for customer service inquiries related to medical supply orders
• Resolve issues such as lost or delayed shipments, incorrect or damaged items, and missing products
• Prioritize urgent requests that may affect patient care
• Coordinate with logistics, purchasing, QA, and sales team to expedite resolutions
• Provide proactive communication updates to customers and internal teams
• Ability to multitask in a fast-paced sales environment

Complaint & Quality Management

• Document and manage customer complaints in accordance with regulatory procedures
• Maintain accurate records in CRM or quality systems
• Escalate product quality concerns or regulatory issues appropriately
• Identify trends and support continuous improvement initiatives
• Support product recalls or urgent communications when needed
• Partner with warehouse and supply chain teams to resolve fulfillment issues

Sales Team Support

• Assist sales team with non-selling administrative tasks, which may include, but are not limited to: Tracking orders, product ETA’s and provide shipment updates
• Resolve post-order issues and support customer communications
• Act as liaison between sales, operations, and customer service

About You

• Customer service experience is preferred but not required
• Preferred 1 – 3 years of relevant work experience in: sales support, customer service, order management or similar
• HS Diploma or equivalent
• Familiarity with CRM systems a plus
• Strong communication, organizational, and problem-solving skills

The Sales Support Specialist will report directly to the Internal Sales Manager. This is an hourly position with working hours varying between 8:30AM-5:00PM, Monday through Friday. Position is based out of the Malvern, PA office with a hybrid working schedule. #Keeler #LI-KK3

Join us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.