Customer Experience Agent, EMEA - 12 month Temp

Job Description

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. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com .

Responsibilities

Responsible for Customer Experience and Customer Service tasks and ad hoc tasks provided to Customers in the EMEA region. There will be support for nearly all European countries, across all CooperSurgical product portfolios with a high focus on products onboarded through newest acquisitions, Cook and Zymot.

Main stakeholders are direct European customers, and interactions will be with both local sales staff, local marketing, and the country managers in the countries as well as 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.

Job Summary:

Customer Experience agents are responsible for daily communications and activities with our customers via phone and email. Daily communications range from Order management, Order and shipping coordination, Complaint and Credit management, Inquiries, and Daily coordination on backorders.

Responsibilities:

• Operational Customer Experience, for EMEA.
• 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.
• Ad hoc tasks, delegated by Team lead/Manager.
• Active part of the EMEA Customer Experience Team.
  
  
  

Qualifications

• Well-versed in MS-Office and knowledge of Microsoft Dynamics and/or equivalent ERP systems. Good understanding to and off one or more CRM systems, preferably Microsoft Dynamics.
• Fluent in English, both written and verbal, as well as at least one other European language.
• Customer Excellence DNA. Proactive communicator, high service orientation, ready to go the extra mile for our customers.
• Excellent communication skills, clear to the point, reliable and trustful.
• Ability to think cross functional and to contribute to process improvements, also cross functionally.
• Expected to obtain an 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.
• Having the ability to and interest in navigating in and adapting to a busy, dynamic, and changing environment.
• Proactive, open, and honest in all aspects of work.
• Commercial mindset.
• Able to establish a close relationship with customers and other internal stakeholders.
  
  
  

Work Environment:

• Working from Country office, with option to work from home 1-2 days per week.
• Primarily work at a computer.
  
  
  

Experience:

• Minimum 5 years of experience with Customer Service, Sales Support, Customer Excellence.
• Minimum 5 years of experience in international functions, with strong emphasis 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.