Supervisor, Customer Service at Glaukos Corporation in San Clemente, California

Job Description:

Glaukos Corporation is an ophthalmic medical technology and pharmaceutical company focused on the development and commercialization of novel surgical devices and sustained pharmaceutical therapies designed to transform the treatment of glaucoma, one of the world’s leading causes of blindness. The company pioneered Micro-Invasive Glaucoma Surgery, or MIGS, in order to revolutionize the traditional glaucoma treatment and management paradigm. Glaukos launched the iStent®, its first MIGS device, in the United States in 2012 and is leveraging its platform technology to build a comprehensive and proprietary portfolio of micro-scale injectable therapies designed to address the complete range of glaucoma disease states and progression. The company’s second-generation MIGS device, the iStent inject® Trabecular Micro-Bypass System, was approved by the Food and Drug Administration, or FDA in June 2018. The company believes the iStent inject,® measuring 0.23 mm wide and 0.36 mm long, is the smallest medical device ever approved by the FDA. In June 2015, Glaukos completed an initial public offering and our shares are now traded on the New York Stock Exchange under the ticker symbol “GKOS”. The company was founded in 1998 and is based in San Clemente, California.

How will you make an impact?  

The Customer Service Supervisor, based in San Clemente, CA works closely with manager and senior manager of department ensuring customer service levels are met globally.  This is achieved by ensuring the California team is processing orders by phone, fax and e-mail. The position in collaboration with department management develops comprehensive practices and product specifications, test programs, and technical approaches to meet defined program objectives.

What will you do? 

• Develops and implements customer service policies and procedures.


• Defines and communicates customer service standards.


• Oversees the achievement and maintenance of agreed customer service levels and standards.


• Directs the daily operations of the customer service team.


• Reviews, tracks, and manages customer complaints. Handles complex and escalated customer service issues.


• Manages return orders for credit or exchange as well as processing customer complaints that are in compliance with FDA regulations.


• Confers with production, sales, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.


• Manages the CRM system and marketing data base for both US and Int’l.


• Identifies and addresses staff training and coaching needs.


• Manages TS Inventory Audits on Quarterly Basis


• Works with Oracle and other departments within the organization to ensure the ERP system is working in compliance with ordering, shipping and reporting standards. 

How will you get here? 

• Education – High School Diploma,


• 3-7 years related work experience in customer support, sales administration and contracts.


• Strong computer skills with experience using Excel, Word, Outlook, PowerPoint, and Map Point


• Must have an understanding of fully integrated manufacturing/ inventory/finance systems and have significant experience in development and managing use of CRM System.


• Ability to build strong positive relationships with customers


• Knowledge of Ophthalmology a plus


• Analytical, written and verbal communication skills as well as interpersonal skills required


• Supervisory skills


• Problem analysis and problem-solving skills


• Initiative, flexibility, planning and organizing skills

Generous. Innovative. Leadership-driven. Family-oriented. Socially responsible.  

These are just a few of the terms our employees use to describe their experiences as a part of the Glaukos family. 

Those may seem like big aspirations, but here at Glaukos, we recognize the deep significance and profound meaning that comes from knowing that we can make a meaningful difference by helping improve eyesight of people worldwide. And because we’re a rapidly growing company with a dynamic, fast-paced culture, individual employees here are empowered with more diverse and enriching challenges than might not be possible at a larger company, and more fulfillment in knowing every person and every task is directly tied to making a difference in the life of others. 

We offer competitive salary (based on experience), bonus eligibility, medical/dental/vision, life insurance, stock options, 401(k) Employer Match, Employee Stock Purchase Program, trackless time off & paid holidays as well as time-off to volunteer in the community, plus the opportunity to work for a company that is pioneering a new glaucoma treatment class! Check out our profile on The Muse to get an inside look at our company culture. Glaukos has been named one of the Top Workplaces by the Orange County Register for the past 3 years! 

Glaukos Corporation is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.