Customer Service - INTERN

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

Scope: 

The Summer Intern program provides college students with the opportunity to participate in meaningful projects that contribute to the overall business unit objectives.  In addition to the assigned projects, Interns are given the opportunity to participate in activities that encourage networking with peers, managers, and employees. 

Job Summary:

This intern assignment would assist in developing and/or modifying Customer Service documentation/processes in the Customer Service Knowledge SharePoint database.  This would include ensuring all Customer Service documents are removed from Baan in anticipation of the move to Oracle.  In addition, this intern would provide direct support to the Customer Service Analyst in generating standard performance reporting as well as support ad hoc reporting/data requests.

Essential Functions & Accountabilities:

• Develop new documents in support of Customer Service training and/or general information.
• Update Customer Service training and/or process documentation in SharePoint.
• Move current Customer Service documentation from Baan to SharePoint.
• Support daily or ad hoc reporting requests specific to Customer Service business performance.
• Identify opportunities to streamline current Customer Service reporting, including the KPI Dashboard report.
• Engage with Customer Service employees to promote enhanced engagement while making suggestions for other engagement opportunities.
• As business needs dictate, may work extended hours to complete daily department goals or tasks to include mandatory overtime.

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

 

Knowledge, Skills and Abilities:

• Aptitude to learn on-line learning tools (eg. Knowledge Database).
• Knowledge of applicable laws and regulations.
• Intermediate skill in the use of Excel, Word and PowerPoint. Advanced preferred.
• Well-organized with attention to detail and ability to carry out tasks independently and meet deadlines.
• Focused on quality and accuracy.
• Excellent project management, organizational and follow-through skill set. 
• Ability to read and understand highly technical material.
• Strong oral and written communication and interpersonal skills, with ability to communicate with diverse populations.
• Professional demeanor.

 

Work Environment:

• Professional office setting
• Business casual attire
• Willing to report to work in the Victor office and adhere to WIO/WFH schedule
• This is a paid internship
• Occasionally lift up to 10 lbs.
• Prolonged sitting in front of a computer

 

Experience:

•     Not required, but prior Internship experience is a plus.

 

Education:

• Current college student, majoring in Business Administration, Data Analysis, IT, entering their Sophomore or Junior year

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $21.00 and $23.00 per hour and may include cost of living adjustments.  The actual base pay includes many factors and is subjec