At CooperVision, a division of CooperCompanies, we're driven by a unifying purpose to help people to experience life's beautiful moments. We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing. As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges - including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers. Learn more at 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.
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.
Abilityto 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 multitask 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:
High school diploma or equivalent required.
College degree preferred.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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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 theprocessing 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
Identifiesservice 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, Promiseand Values.
Other projects or initiatives as per needs of the business
Travel Requirements:
Domestic travel may be required on rare occasions (Less than 1%)
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 theprocessing 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
Identifiesservice 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, Promiseand Values.
Other projects or initiatives as per needs of the business
Travel Requirements:
Domestic travel may be required on rare occasions (Less than 1%)