CooperSurgical is a leading fertility and women's healthcare company dedicated to supporting women, babies, and families during critical healthcare moments. The company offers innovative reproductive technology and genomic solutions, with over 600 medical devices for women's healthcare providers.
As a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO), headquartered in Trumbull, CT, CooperSurgical provides a wide range of products and services for women's healthcare professionals. More information can be found at the company's website.
Location: Barcelona - Onsite
Position: Customer Experience Agent (Temporary - 12 months, with potential extension)
The Customer Experience team handles daily communication and activities with customers via phone and email, including order management, shipping coordination, complaint handling, inquiries, and backorder management. Agents also support sales and administrative tasks for local offices in some regions.
Responsibilities include:
* Managing customer orders and ensuring follow-up through the supply chain.
* Handling complaints and return orders, ensuring closure of customer issues.
* Communicating with customers regarding order details, shipping, and pricing issues.
* Providing backup support for other agents during peak times.
* Performing local administrative tasks such as vendor creation and investigating invoice issues.
* Completing ad hoc tasks assigned by the Customer Experience Manager.
* Participating actively in the extended EMEA Customer Experience Team.
Qualifications:
Experience:
* At least 3 years in Customer Service, Sales Support, or Customer Excellence roles.
* Experience in international functions, with a focus on customer service.
* Understanding of cross-functional processes, including supply chain management.
Education:
* Bachelor's degree in Business Administration, Customer Excellence, SCM, or equivalent.
Skills:
* Proficiency in MS Office, Microsoft Dynamics, or similar ERP systems, and CRM systems.
* Fluent in Spanish and English, both spoken and written.
* Strong customer service orientation with proactive communication skills.
* Excellent clarity, reliability, and trustworthiness in communication.
* Ability to think cross-functionally and contribute to process improvements.
* Deep understanding of the company's business to provide effective support.
* Organized, detail-oriented, and capable of working in a dynamic environment.
* Proactive, honest, and able to build strong relationships with customers and colleagues.
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