Customer Experience Agent
hace 3 días
CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.
+ 5 years’ experience with international Customer Service including international Order Management, Complaints/Credits.
Proven experience in ERP system and CRM systems, preferable D365 and Navision
Well-versed in MS-Office.
Relevant degree in Business Administration, Service or Commerce.
Experience with working in larger and complex international organizations.
Fluent in Spain and English languages both written and spoken.
Strong ability in business and customer support.
Collaborative, service minded, structured and quality conscious.
Have the ability and drive to navigate in and adapt to a busy and changing environment.
Proactive, open, and honest in all aspects of work.
LI-onsite
**Location: Barcelona, Spain Onsite**
**Position**
In the role of **Customer Experience Agent**, you will assist the direct and distributor markets in Iberia, including shipments of the CSI product portfolio **.**You will be handling various customer requests and inquiries. You will be interacting with both distributors and direct sales channels.
You will be working closely together with internal stakeholders, supporting them, and handling miscellaneous tasks related to internal processes. You will be reporting to the Customer Experience Manager for the region, situated in Barcelona, Spain and be in close contact with the organization in the rest of EMEA.
Due to the specific responsibilities this role comes with, it is important that you have experience in order processing and worked with ERP and CRM systems previously. Experience in a multinational healthcare organization is a plus but not a requirement.
**Your key responsibilities**
Order Management: Manage and handle Sales Orders according to current processes. Secure adequate follow - up on orders, throughout the supply chain.
Complaint/SRO Management: Manage and handle complaints and return orders, according to current processes. Secure follow through and closure on open customer topics.
Customer Experience: Handle and manage various customer requests and inquiries from local customers.
Customer Experience: Sales Order tracking, SROs, Samples, fr eight tracking and discount tracking. Bi-weekly updates to the team and monthly r eport.
Finance related tasks: Support Finance with specific overdue invoices, credit/rebill actions to rebalance accounts.
Administration: Support with minor admin tasks to support the local sales office, such as Electronic Invoices.
Active part of the complete EMEA CE group. Backup for all CSR´s in peaks and unknown situations.
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