Customer Experience Agent

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.

 

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com

At CooperSurgical we are currently looking to recruit a Customer Experience Agent, preferably located in the Frankfurt region, Germany. You will be a part of the local Customer Experience team, belonging to the full EMEA Customer Experience team. We have a busy and fun environment and excel in helping each other. If that is for you, come and join us! All candidates must be eligible to work and live in Germany.

 

Preferred location: Frankfurt – role is hybrid (office and home office). 

Position

In the role as Customer Experience Agent, you will assist the local market of Germany and UK & Ireland in order management, customer interactions and shipments of the CSI product portfolio. You will be handling various customer requests and inquiries. 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 Manger for the region, situated in the UK and be in close contact with the organization in Germany. 

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.

 

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, freight tracking and discount tracking. Bi-weekly updates to the team and monthly report. 
• 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 Vendor creation, etc.
• Active part of the complete EMEA CE group. Backup for all CSR´s in peaks and unknown situations. 

 

• +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 German 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.