Customer Services Representative

Job Description

OB TITLE – Customer Service Representative **

DEPARTMENT – Customer Service

LOCATION – Segensworth, Fareham/ Hybrid working

WORKING HOURS – Monday, Tuesday, Friday 9:00-5:30pm/ Wednesday, Thursday 9:00-5:15pm

A brighter future awaits you**

We have an exciting opportunity for you to join a dynamic team as a Customer Service Representativefor a leading global manufacturer of contact lenses . You will provide high quality, fast and efficient customer service to our customers. **

Essential functions & responsibilities:**

• Answer inbound Customer Calls
• Receive and process Customer orders on the ERP System in line with Company procedures and Customers requirements.
• Manage the day-to-day requirements of our Customers.
• Log and resolve Customer queries/complaints etc via CRM, Agile, Baan or appropriate method.
• Liaise with internal and external Departments to resolve issues/queries in a prompt and efficient manner (eg. Assisting Finance Team or Transport Team)
• Work closely with other Departments to ensure customers orders are shipped to the highest level of service.
• To work within the KPIs given to you by the Management Team.
• To keep and maintain records of all orders and relevant documentation for easy reference and auditing purposes
• To ensure all Credit requests are received in written form detailing BP, Invoice Number/Order Number, etc.
• Process credits within 1 working day, subject to appropriate level of authorization and ensuring they are in line with Coopervision’s Terms and Conditions
• Ensure all Internal Controls are complied with and take ownership and responsibility of the process so that Internal and External audits are passed as per SOP.
• Scan all customer credit records and file on the computer system
• Ensure that the credit receipt process has been updated daily.

A Full Job Description Is Available Upon Request.

What skills and experience should you have?

We are looking for someone with excellent verbal and written communication skills and strong customer service skills. Other knowledge, skills and abilities essential to excel in this role include:

• Ability to learn procedures and processes quickly, able to listen to others and understand their requirements.
• Exceptional administration skills
• Excellent spoken and written English
• Good organizational, problem solving and administration skills, attention to detail is key.
• Able to use own initiative and make decisions within the remit of the role.
• Use of Microsoft Office, ERP and CRM systems is needed to place orders and maintain customer communication and feedback.
• Enthusiasm and flexibility, a Team Player, able to work alone or within a team, with good inter-personal skills.
• Confident communicator - able to relate to people on all levels. Provide effective communication, convey and receive instructions, able to keep situations calm and provide assistance to internal and external Customers with queries.
• Strong Customer facing skills, including clear and precise communication
• Ability to manage multiple priorities whilst hitting deadlines, targets and KPIs
• Proactive focus on areas of continuous improvement
• Must have proven experience of working a high volume Call Centre environment (At least 1 year experience working in a Call Centre)

What We Offer

At CooperVision, we offer a selection of extensive benefits. Our goal is to improve lives one person at a time, and we start with you. You’ll receive competitive compensation alongside a fantastic benefits package including;

• Bonus
• 25 days holiday
• Company sick pay
• Pension scheme
• Healthcare cover
• Life assurance
• Flexible working
• Discounted gym memberships
• Extensive learning and development opportunities
• Access to our Wellness Platform
• Free eye tests
• A heavily discounted contact lens scheme and much more!

We are committed to our employees’ personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we’ll give you everything you need to help you achieve yours.

• We also provide access to LinkedIn Learning to help you develop in you career and grow with CooperVision.

About Us

Through scientific and technological innovation, operational excellence, and an unwavering dedication to our customers, here at CooperVision we are committed to helping people all over the world see better every day. We’re all about brighter futures – for our people, for our customers, and for everyone that wears our contact lenses.

As a CooperVision employee, you’ll be welcomed into a diverse and progressive global business with a presence in over 130 countries. We have a strong heritage of solving the toughest vision challenges, such as astigmatism, presbyopia, and childhood myopia.

Whilst we are proud to be one of the largest manufacturers of contact lenses in the world, we have never lost that entrepreneurial team spirit that drives us. We’re an ambitious company that’s big on belonging, proud to champion a collaborative workforce where everyone is empowered to make a difference and play an integral part in our ongoing success. **

CooperVision Values**

Our four values define and underpin our unique culture; we are Dedicated , we are Inventive , we are Friendly , and we are Partners . Becoming part of CooperVision means joining a friendly team that’s open, flexible, and respectful of each other’s differences, working together in an inclusive workplace that we can all be proud to be a part of.

We appreciate how important fostering a diverse and inclusive culture is and how different perspectives add value and contribute to our success. With CooperPride, African Descent, Woman’s Impact Network, and the newly introduced Mind Body and Wellbeing ERG’s, our Employee Resource Groups offer opportunities for employees to learn and grow within an inclusive and safe space.

CooperVision is about so much more than just manufacturing contact lenses – it’s about giving contact lens wearers all over the world the freedom and confidence to succeed. So be yourself, whoever you are, and let’s achieve amazing things together! **

If you like what you see, take the first step towards your Brighter Future and apply today! All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.**

We operate a candidate referral scheme, so if you know anyone who could be a perfect fit for this role, please email their CV to referafriend@coopervision quoting the job reference code to enjoy a £100 voucher reward if they are successful!

Please view our careers page at https://hcjy.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1 to view all other opportunities.