Job Description

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

Job Summary:

Provide administrative support for the Sales Team, including placement of product, fit set, literature and promotional orders, assisting with inquiries, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed expectations. Responsible for providing optimal quality customer experience in communications with internal and external customers. Additionally, Sales Support Specialist may have responsibilities to provide service-based support to accounts that reside in the House Territory. Supports concepts, goals and objectives of the Department.

Essential Functions & Accountabilities:

Provides First Call Resolution whenever possible by promptly answering Sales or Customer’s inquires. Identifies and uses appropriate decision making when advising internal and external Customers and resolving issues by utilizing knowledge of policies and procedures.
Responds to all inquiries in a timely and accurate manner related to the processing of orders for literature, trial order, rebates, bank, bulks, fit sets and complimentary requests. Provides support for promotional programs, complimentary budget tracking and updates.
Serve as a liaison between Sales Rep and other departments; Information Technology, Marketing, Credit, Distribution, International, Product Service, Consumer Care, Returns, and Consultation
Identifies service errors and report/resolve appropriately.
Assist Marketing Team/Corporate accounts team with new product launches by placing orders for programs (banks, bulks), fit sets, promotional literature, tracking fit placement and shipment confirmation.
Must maintain knowledge of all marketing promotions, special orders, products, prices, accessories and literature, shipment and availability of product, policies and procedures. Adhere to SalesForce.com order placement process and service level agreement.
As per request of Regional Sales Manager, join Regional sales conference calls and communicate information appropriately.
Assist Sales team with their applications used daily by providing guidance and education on usage of necessary applications such as, SFDC, Ontrac, and First Contact.
Assist Sales team in coordinating and planning regional/PAC dinner event meetings.
As business needs dictate, works extended hours to complete daily department goals or tasks. This may be mandatory OT or voluntary OT as per needs of the business.
Returns customer calls as a courtesy for Sales Rep. Outbound calls to support business initiatives, surveys and/or campaigns as needed.
Provide feedback on updates to assist other departments; Marketing, Sales Ops, Sales Admin, Returns Goods, Credit. Find trends on training or products and report appropriately.
Sales Support may take on maintenance of customers with no assigned Sales Representative (House). This includes responding to incoming inquiries by phone/e-mail as well as making proactive outbound calls when necessary. Support provided will include replenishments of trials/fit sets, answering questions on billing, placing revenue orders, discussing features of our products, delivering information of upcoming launches/promotions, and other needs/concerns as necessary. These activities will be at the direction of the Manager, Sales Support.
As business needs dictate adapts to the immediate need of responding to overflow Customer Service calls. Adheres to the call criteria and the Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision Brand
Acts as an ambassador for CooperVision, supporting Company Mission, Purpose, Promise and Values.
Other projects or initiatives as per needs of the business

Travel Requirements:

Domestic travel may be required on rare occasions (Less than 1%)

Qualifications

Knowledge, Skills and Abilities:

Excellent organizational skills with the ability to work independently, prioritize and work in a fast paced, constantly changing environment with the ability to multitask.
Excellent communication skills; verbal, written and active listening.
Excellent interpersonal skills both with internal and external customers.
Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
Strong business acumen and ability to learn new programs, products and processes when implemented.
Demonstrated ability to collaborate and maintain positive working relationships with internal and external customers and departments.
Ability to understand, apply and explain company policies and procedures, and promotions. Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications.
Ability to problem-solve and analyze situations, investigate problems, and determine and recommend solutions.
Intermediate skill in the use of Excel, Word, Outlook and PowerPoint. Advanced keyboarding skills.
Willingness to engage external customers in conversation regarding how we can support their business.
Works with multiple computer applications; working with the latest client. management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.

Work Environment:

Prolonged sitting in front of a computer for 6-8 hours a day
Professional office environment in line with corporate office standards.
On rare occasion may be required to travel domestically.
Will multi task with phone calls and data entry for 6-8 hours a day.

Experience:

1-3 years in a call center environment required.
CooperVision Customer Service experience desired
Previous experience in a role supporting sales and experience with Salesforce.com a plus

Education: