Job Description

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Description - External

CooperVision, a division of CooperCompanies (NYSE: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

Who We Are

Paragon Vision Sciences, Inc., a Cooper Vision specialty eye care company, is a world leading manufacturer of specialty contact lenses and oxygen permeable contact lens materials. Our CRT\xc2\xae lens (a class three medical device) is considered the lens of choice by many eye care professionals around the world. Paragon\'s office is located in Gilbert, Arizona.

Why Work With Us

We are certified as a Great Place to Work\xc2\xae! Our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We don\'t quit until the job is done right! Our lenses don\'t just change vision, they change lives. Join a team that is passionate about improving other\'s visual health and quality of life.

The Bilingual Customer Service Specialist plays an essential role in the customer experience by managing the order process, resolving customer issues when they arise, and supporting internal departments. This role is responsible for efficiently entering customer orders into the ERP systems, ensuring accuracy of order information, and remaining compliant with the Coopervision Quality Management System. May work under direct supervision for new or not yet mastered tasks. Strong verbal and written communication skills in English and French are required to field customer orders and inquiries via phone, email and chat.

Essential Functions & Accountabilities:

• Review order information received by customers to ensure completeness and clarity of order details, and reach out by phone or email to clarify any discrepancies
• Accurately and efficiently enter a high volume of sales orders into the ERP system via manual entry, received by phone, email, or fax
• Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders
• Timely response to general customer inquiries, both verbally and via written business correspondence via email
• Collaborate effectively with internal partners (other Customer Service team members, Sales, Technical Consultation, Manufacturing/Shipping, Accounts Receivable, etc.) via phone, email, instant message, virtual meeting (MS Teams or similar) or in-person
• Partner with the Sales team to support unique customer requests
• Supports the Accounts Receivable team to assist in resolving billing disputes, credit holds, and payment issues
• Proactively communicate or escalate high-impact customer issues to leadership, Sales team, or as appropriate
• Submit and/or approve credits and adjustments within appropriate authority level
• Ensure that all customer complaints are captured and responded to appropriately, in line with regulatory guidelines
• Maintain and apply up-to-date knowledge of company products, procedures, processes, and tools
• Attend training and coaching sessions as assigned
• Maintain accurate and detailed records of customer communications and transactions in the ERP
• Typically focuses mainly on phone and email order entry, but may be trained to handle one or more specialized work processes (new accounts, returns, order imports, manual reports, etc.) as a backup
• Training and mentoring of new team members
• As business needs dictate, work extended hours to complete daily department goals or tasks, to include mandatory overtime
• Other related duties and assignments as required or apparent

Qualifications

Knowledge, Skills and Abilities:

• Background in order entry/order management using an ERP system is a plus
• Familiarity with MS Dynamics ERP or similar system is a plus
• Knowledge of the eyecare industry is a plus
• 1+ year background in telephone customer service or equivalent strongly preferred
• 1+ year experience in a goal-driven and customer-focused environment strongly preferred
• Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
• Demonstrated proficiency in email correspondence
• Strong attention to detail
• Exceptional written and verbal communication skills
• Demonstrated analytical and problem-solving ability
• Excellent telephone presence and a high degree of professionalism
• Effective organization, planning, and time management skills
• Strong ability to multi-task
• Ability to thrive in a fast-paced environment
• Highly adaptable to change, with a tolerance for stress
• Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
• Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
• Fluency in written and spoken in English and French is required
• Occasional travel within Canada or the US may be required

Work Environment:

• This is a currently a full-time hybrid remote role. Scheduling is based on business needs and ability to maintain appropriate home-office environment. Subject to change as business needs dictate.
• Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
• Occasional need to lift up to 15 pounds.

Education:

• High school diploma or equivalent required
• Some college preferred

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About Us:

CooperVision is a global leader in the contact lens industry, dedicated to helping improve the way people see every day. Achieving that goal takes the collaboration of team members with wide-ranging skills; from scientists and researchers, to manufacturing and operations experts, to sales and marketing professionals.

At CooperVision, our effort to improve lives begins with our employees. We are committed to developing people as a key global differentiator and our most important asset. We empower employees to succeed, rewarding great thinking and hard work with competitive pay, comprehensive benefits, and with a special focus on wellness. Our commitment to our core values and a diverse, inclusive, employee-centric culture fuel a deeply engaged, high performing organization.

CooperVision employees pride themselves on being proactive, innovative, flexible and friendly. That\'s a strong reflection of our corporate culture-and part of the reason CooperVision may be a great workplace for you.

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