CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.
Customer Service Specialist in Barcelona for Medical Devices Expansion mainly in France
- Well-versed in MS-Office and knowledge to Microsoft Dynamics and/or equivalent ERP systems.
Good understanding to and off one or more CRM systems, preferably Microsoft Dynamics.
Fluent in French and English, both written and verbal.
- Customer Excellence DNA. Proactive communicator, high service orientation, Customer centricity DNA, ready to go the extra mile for our customers.
- Excellent communication skills, clear, to the point, reliable and trustful, all delivered with empathy.
- Ability to think cross functional and to contribute to process improvements, also cross functionally.
• Expected to obtain in-depth understanding of the nature of the company business, to be able to provide the needed support. • Collaborative, service minded, structured and quality conscious. Detail oriented, and sense of the big picture.
Minimum 5 years of experience in international functions, with strong emphasize on Customer Service and/or Customer Excellence. •
Experience with cross functional processes and responsibilities, e.g. SCM-understanding. Education: • Relevant degree at bachelor level, in Business Administration, Customer Excellence, SCM or equivalent.
As an employee of CooperSurgical/CooperVision, you'll receive a competitive total compensation plan. Your recruitment team will be able to share more information about any variable pay opportunity and benefit package that accompanies this role. The good faith estimate of the salary range for this role is 27.500 to 36.200 Euros Annually. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience.
Responsible for Customer Experience and Customer Service tasks and ad hoc tasks provided to Customers in the French region as well as support for other regions. There will be support for other countries, as this is a headcount which is to absorb the extra volume and business originating from an acquisition, impacting EMEA. Main stakeholders are French customers, and interactions will be with both local sales staff, local marketing, and the country managers for the regions covering, as well and the EMEA Customer Experience team. Beyond this, there are interactions with the remaining part of Commercial Operations for pricing and contracting, interactions with Operations/SCM/Planning for availability and backorders.
Customer Experience agents are responsible for daily communications and activities with our customers per phone and email. Daily communications range from Order management, Order and shipping coordination, Complaint and Credit management, Inquiries, and Daily coordination on backorders. Agents working with Direct markets are in some regions also supporting Sales staff with minor sales support tasks, as well as local office related administrations tasks. This is carefully agreed and defined with immediate manager.
- Operational Customer Experience, for French region, as well as other EMEA countries.
- Order Management: Manage and handle Sales Orders according to current processes. Secure adequate follow up on orders, all through the supply chain.
- Complaint/SRO Management; Manage and handle complaints and return orders, according to current processes. Secure follow through and closure on open customer topics.
- Direct communication with the customers on orders: collaboration terms, managing shipping issues, coordinating price issues, all issues relating to orders.
- Backup for all Customer Experience agents, in peaks and unknown situations.
- Occasionally local Admin tasks, such as Vendor creations, investigate root causes for open invoices, and lack of payments, ad hos admin tasks originating from the local Sales office.
- Ad hoc tasks, delegated by Team lead/Manager.
- Active part of the EMEA Customer Experience Team.
