Job Title: Customer Experience Specialist
About Us:
We are proud to be a global leader in contact lenses, manufacturing and distributing lenses to top names in vision correction. We strive for brighter futures for our customers, wearers, and people.
Your Role:
The Customer Experience Specialist is the first point of contact with Iberia customers, ensuring high-quality support and service through the customer journey.
Main Responsibilities:
* Participate in ad-hoc projects locally (Portugal and/or Spain) and internationally.
* Support department Leaders and Managers on actions required to achieve objectives.
* Actively participate in weekly team meetings, providing feedback and contributing ideas for process improvement and client communication.
* Closely work with Finance, Commercial, and other departments.
Key Activities:
* Respond to customer requests, including product information and order statuses.
* Process customer orders under company procedures and requests.
* Manage incidents, shipments, deliveries, collections, lost goods, and returns.
* Monitor Backorders and notify customers if necessary.
* Manage new product launches and promotional campaigns for correct customer communication.
* Review orders and subscriptions for internal/external audits.
Team and Environment:
You will work closely with the Customer Experience department, interacting with teams like Distribution Center, Commercial, IT, Financial, Marketing, and Professional Services.
Requirements:
* 5+ years of experience in similar positions.
* B2B sector experience is an asset.
What We Offer:
A smart working environment, wellness programs, open space office, enthusiastic atmosphere, and no travel requirements.