A brighter future awaits you
At CooperVision, we are proud to be a global leader in contact lenses. Our innovative sites worldwide manufacture and distribute contact lenses to some of the biggest names in vision correction.
We're committed to creating brighter futures for our customers, wearers, and people.
The Customer Experience Specialist is the first point of contact with Iberia customers, responsible for ensuring high-quality support and differentiating service through the Customer Journey.
Effective teamwork is essential for process simplification, integration, and identifying areas for improvement. The Customer Experience Specialist will contribute enthusiastically and collaboratively to department results.
This role reports directly to the Customer Experience Leader and indirectly to the Customer Experience Manager.
Key Responsibilities
General Activities:
* Participate in ad hoc projects both locally (Portugal and/or Spain) and internationally.
* Provide support to department leaders and managers on actions required to achieve agreed objectives.
* Actively participate in weekly team meetings, providing feedback and contributing ideas for improving internal processes and communication with clients.
* Work closely and coordinated with other departments, primarily Finance and Commercial.
Main Activities:
* Respond to customer inquiries regarding product information, order statuses, shipment tracking, etc.
* Process customer orders within company procedures and customer requests.
* Manage incidents involving shipments with couriers, such as deliveries to incorrect addresses, collections, lost goods, etc.
* Oversee documentation and products related to product returns.
* Monitor Backorders and/or products manufactured outside Spain, notifying customers as necessary.
* Effectively manage information about new product launches and promotional campaigns to ensure accurate communication with customers and alignment with business objectives.
* Review orders/subscriptions in the system and provide necessary documentation during internal/external audits.
Scope
The Customer Experience department consists of a team specializing in Customer Service, distributed across 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, serving approximately 12,000 customers. Regular interactions occur with other departments: Distribution Center, Commercial Team, IT, Financial, Marketing, and Professional Services. Additionally, the specialist will engage with Coopervision delegations in other countries (UK, USA, etc.).
Knowledge, Skills, and Abilities
Soft Skills:
* Communication
* Teamwork
* Positive Attitude
* Empathy
* Emotional Intelligence
* Active Listening
Hard Skills:
* Office package
* Portuguese/Spanish bilingual
* English (Medium)
* Salesforce
* App Management
Work Environment
Our workplace offers a Smart working environment, Wellness Programs, Open Space, Office-based role, Enthusiastic and multicultural atmosphere, and no travel requirements.
Experience
A minimum of 5 years of experience in similar positions is required. Experience in B2B sectors would be an asset.