Customer Experience Supervisor CVI SEC

• Manage and lead our Customer Experience team to effectively represent CooperVision by providing customers with professional experience both on the phone and in written correspondence.
• Directly provide support to customers on as needed or escalated basis.
• Identify and implement continuous process improvements that result in measurable and scalable improvements in productivity, timeliness, and quality.
• Develop Customer Experience key performance indicators and a dashboard to monitor and measure results and provide guidance based on results.
• Demonstrate ability and initiative to take on new responsibilities to develop, implement and grow the Customer Experience Call Center as CooperVision evolves.
• Train Customer Experience Account Representatives and maintain the employee training record.
• Develop and coach Customer Experience Representatives and support performance management process as needed.
• Support Customer Experience audits through proper documentation and processes.
• Act as a Change Agent for any necessary business/employee changes when necessary.
• Maintain a professional environment in the Customer Experience Call Center.
• Support several generic email addresses regarding customer and patient inquiries.
• Well-versed on all computer order entry and Customer Service programs, workflows and processes.
• Knowledgeable and supportive of all CooperVision products and Sales/Marketing programs and initiatives (focus on Specialty Eyecare portfolio).
• Support the processing of domestic and international product orders deriving from our order system, by phone, or e-mail.
• Process reimbursements for samples, defective returns, trial sets, marketing programs, etc. sending letters and no-charge product to customers (in collaboration with QA).
• Provide specific order status upon customers/distributors request.
• Participate in the Customer Experience BeNeLux team, there is a peer supervisor with more focus on the CooperVision regular products who will be your buddy at the start. There is also a wider network of Customer Experience supervisors across EMEA.
• Assist with the processing of registration of products and certification/exams of staff.
• Review, approve and activate new business accounts in our portal, if required.
• Collaborate, investigate, approve, and implement tailor made solutions for exception customer requests.
• Provide Sales Team with support upon request and as needed.
• Verify accuracy of all Account Status Report changes.
• Close collaboration, interfacing and providing insights regarding the forecast to Manufacturing Operations so production volume can be adjusted accordantly.
• Other duties as assigned.

• Willing to travel domestic and occasional in Europe - approx. 10% of the time
• 6-8 years of relevant business/Customer Service experience.
• Minimum 4 years' experience managing remote and/or Customer Service teams.
• Works effectively across different cultures and languages. Dutch and English are mandatory, more languages are desirable.
• Strong technical acumen, computer skills, problem solving ability, analytical, writing and communication skills.
• Experience working in both a large multi-national company and small entrepreneurial company setting.

• A demonstrated understanding and knowledge of Service contact center best practices, including scheduling, proactive oversight, intelligent routing, call handling, control and schedule adherence is required. Additionally, a demonstrated understanding of Call Center operations including the ability to manage average call time, response time and call volume and other key Call Center metrics. Utilization of applications like ERP and BI systems.
• The ability to manage orders with tight deadlines and high-pressure situations is required.
• The ability to multi-task and productively function in an eventful environment is required.
• A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary.
• Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies within a Call Center. Incumbents must have the ability to investigate and manage comprehensive policies, programs and initiatives as described.
• Strong, proven leadership, communication (both written and verbal) and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to effectively motivate employees and resolve conflicts as drive any necessary change management.

CooperVision