At CooperVision, we are proud to be a global leader in contact lenses. At our innovative sites worldwide, we manufacture and distribute contact lenses to some of the biggest names in vision correction. We're all about creating brighter futures for our customers, our wearers and our people.
The Customer Experience Specialist is the first line of contact with Iberia customers. He is responsible for the follow-up of the Customer Journey ensuring high quality support and a differentiating service. Teamwork is essential for the simplification / integration of processes and detection of areas for improvement. The Customer Experience Specialist contributed enthusiastically and collaboratively to the results of the department. This position reports directly to the Customer Experience Leader and secondly to the Customer Experience Manager.
Essential Functions & Accountabilities
General activities :
* Participate in ad hoc projects both local (Portugal and / or Spain) and international.
* Provide support to the department Leaders and Manager on actions required by department / company needs to achieve agreed objectives.
* Actively participate in weekly team meetings giving feedback and contributing ideas for the improvement of internal processes and communication with clients.
* Work very closely and coordinated with other departments, mainly Finance and Commercial.
Main activities :
* Provide responses to customer requests such as product information, order statuses, shipment tracking, etc.
* Process customer orders in the system, under company procedures and customer requests.
* Management of incidents of shipments with couriers: deliveries in wrong addresses, collections, lost goods, etc.
* Management of documentation and products related to product returns.
* Monitoring of Backorders and / or products that are manufactured outside Spain, notifying customers if necessary.
* Correctly manage the information received about new product launches and / or promotional campaigns to ensure correct communication to our customers and be aligned with the company's business objectives.
* Review orders / subscriptions in the system and provide all necessary documentation in case of internal / external audits.
Scope
The Customer Experience department has a team specialized in Customer Service distributed by 5 work groups: Telephone Service, Customer Support, Returns, After Sales / BP Queries and EDI. The Customer Experience Specialist has direct contact with the Spanish and Portuguese markets (approximately 12,000 customers). In addition to customer support, he regularly interacts with other departments of the company: Distribution Center, Commercial Team, IT, Financial, Marketing and Professional Services. You will also have contact with other Coopervision delegations in other countries (UK, USA, etc.)
Knowledge, Skills and Abilities :
Soft Skills :
* Communication
* Teamwork
* Empathy
Skills : Office package
Work environment :
* Smart working
* Wellness Programs
* Working at Open Space
* Office based role
* Enthusiastic and multicultural atmosphere
* No availability required to travel
Experience
Minimum 5 years of experience in similar positions.
Experience in B2B sectors would be an asset.
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