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. 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.

#LI-Hybrid 

At CooperSurgical we are currently looking to recruit a Customer Experience Agent  – 12 months Temp for the Italian market. You will be a member 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 Italy.

Location: Onsite 4 days, Rome Italy

Position

In the role of Customer Experience Agent, you will assist the direct and distributor markets in Italy, including shipments of the CSI product portfolio. You will be handling various customer requests and inquiries. You will be interacting with both distributors and direct sales channels. 

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 Manager for the region, situated in Barcelona, Spain and be in close contact with the organization in the rest of EMEA. 

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.

Your key 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 Electronic Invoices.
• Active part of the complete EMEA CE group. Backup for all CSR´s in peaks and unknown situations. 

Your Qualifications and Experience

• +3 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 working in larger and complex international organizations.
• Fluent in Italian 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. 

• +3 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 working in larger and complex international organizations.
• Fluent in Italian 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. 

Why join CooperSurgical? 

We can offer a challenging position within a dynamic, globally leading, high growth company. You will work together with competent & highly knowledgeable colleagues in a positive environment that welcomes people of all views and backgrounds and provides countless ways to grow and develop.