Supervisor, Customer Service

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

Job Summary

Responsible for management and direction of several key functions under the global CS umbrella. Provides guidance and direction to the bi-lingual employees to ensure productivity, quality and timeliness expectations are achieved and exceptional CS is delivered. Maintains a focus on service delivery ensuring the expectations of internal and external customers are met. Provides continuous and effective feedback/coaching to develop employees. Provides supervisory leadership to exempt and non-exempt (including remote) employees servicing CVI Global customers within the Victor facility. 

Essential Functions & Accountabilities

Department Operational Tasks

• Accountable for existing processes, ensuring timeliness, quality and service expectations are achieved. Performs quality process reviews to assist in tracking departmental performance. Maintains SOP’s/procedures for processing and shipping of orders, assuring all governmental and custom guidelines are adhered to. Building partnership with other stakeholders (internal and external) as needed.
• Identifies opportunities for process improvement, providing recommended solutions & implementing solutions. 
• Manages appropriate KPI’s & service levels based on workflow assessment.  Assures departments service levels and KPI’s meets or exceeds expectations.
• Investigates Service Non-Conformances and take appropriate action to resolve by identifying the root cause and provide feedback to employee(s) development or performance. 
• Tracks and monitors daily/monthly statistics for each department’s reporting. Submits monthly reports to Sales & Finance pertaining to overall performance and volumes 
• Handles and resolves escalated issues and recommends and delivers corrective actions and/or opportunities for training and process improvements.
• Drive Staff Performance
• Manage employee’s performance to ensure customer focus, quality, service, productivity objects are met, technical accuracy and adherence to processes/standard operating procedures (SOP’s). Provides coaching and motivation of individual staff to drive performance excellence. Accurately assesses strengths and development needs of employees, providing timely and specific feedback to drive performance excellence. Assists employees with professional development by providing goals, assignments and opportunities for further development.
• Supports and effectively communicates the department’s objectives on a regular basis to staff. Communicate updates and changes to each team as applicable and ensure all employees understanding of the updates. Effectively manage and lead each of the teams through changes.
• Creates, motivates and fosters a trusting and engaging work environment with a focus on employee retention and culture of living the CooperVision values. Ensure a culture of accountability, integrity, respect and teamwork.
• Motivates and creates a positive work environment to maximize performance standards.
• Acts as a role model for department; leads by example, sets the standard for employees to follow, projecting professionalism, demonstrates a positive attitude and creating a professional atmosphere.
• Supports CS and CVI objectives, initiatives, ensures adherence to company and departmental policies and values.
• Actively participates with all levels of the CS Leadership Team.
• Responsible for the development and implementation of the Consultant line of customer support to include structure, responsibilities, success measures and ongoing review of the Consultation function.
• Other duties as assigned

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating t