Manager, Customer Service- Competence Team

About CooperSurgical

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. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.

 

Job Summary:

 

Leads the Customer Experience Competence Team in Americas, consisting of 4 full-time employees, situated in Trumbull, US.

This role is responsible for supporting the Customer Experience team, and indirectly Commercial, Operations, Distributions, and other supporting functions, with the aim to deliver and drive high customer satisfaction. 

Function is responsible for securing stable support from CRM/ERP specialists, other system specialists, phone system specialists, Trainers, and Testers, and deliver the support needed. Function is responsible for issue resolution, local KPI- reporting, and for local process development and training. 

Role delivers stable and robust daily operations in the team, securing ongoing efficiencies, and high employee performance. 

This role will occasionally be back up for Senior Director of Customer Experience.

 

              

Essential Functions & Accountabilities:

 

 

• Daily functional and tactical lead of Customer Experience Comp Team in dedicated locations.
• Daily operational and people management of the team. Guiding, motivating, supporting and developing the team members. Setting clear expectations, delegating tasks, monitoring performance, providing feedback, and fostering a collaborative and productive work environment, securing highly motivated and engaged team members.
• Secure all team members are knowledgeable of processes and work in line with processes by training and education.
• Drive clear and transparent information sharing with team to secure and maintain One-team-approach.
• Identify staffing needs and secure optimal staffing using workload capacity planning and optimization structure.
• Secure and maintain relevant resources to support Customer Experience and the business with specialized knowledge with ERP and CRM. Issue resolutions and support in same systems. (Not limited to existing systems in use)
• Secure and maintain relevant specialized resources in supporting systems eg. Integration systems such as GHX, and ensure monitoring of system and holds, as well as resolution of same.
• Secure specialized knowledge to support with relevant phone system optimization.
• Deliver training to Customer Experience Agents in all systems.
• Deliver testing in new systems, features, setup and releases.
• In collaboration with Customer Experience Managers, and Senior Director Customer Experience, maintain existing and establish new processes and documentation for Customer Experience Americas, including training to Agents.
• Identify and deliver ongoing opportunities of efficiency, improvements, and relevant optimizations. 
• Support with reporting and data extracts from relevant data sources.
• Make efficient usage of available technical tools to create conditions for optimizations, automation, and to ensure intuitive access to relevant data and knowledge. 
• Contribute to strategic decision making.
• Ad hoc tasks: delegated by Senior Customer Experience Director. This can include but are not limited to Cross functional process improvement, standardizing tasks across regions, IT-Projects, global KPI determining and management. 

 

 

Travel: 

 

• As needed, 4-8 times a year.

Qualifications, Knowledge, Skills and Abilities:

 

• Documented experience with international Customer Service, Customer Experience, Sales Support or Business Support.
• Deep knowledge and in-depth understandin