Customer Services Representative

**Customer Services Representative**
**-**
**DEL2438**

**Description**

**JOB TITLE**: Customer Services Representative
**DEPARTMENT**: Customer Service
**LOCATION**:Delta Park, Fareham, UK
**WORKING HOURS**: Monday, Tuesday, Friday 9:00am - 5:30pm, Wednesday, Thursday 9.00am - 5.15pm & 1 in 6 Saturdays 9.00am - 1.00pm (Currently Hybrid Working)

**A brighter future awaits you**

Through scientific and technological innovation, operational excellence, and an unwavering dedication to our customers, here at CooperVision we are committed to helping people all over the world see better every day. We create brighter futures for our customers and employees alike, every day striving to make a difference and go further.

As a CooperVision employee, you’ll be welcomed into a growing global business with a presence in over 130 countries. This establishes an incredible opportunity for you to get involved in cutting edge new product development and international collaborations across Europe, as well as the chance to work alongside experienced industry leaders and further your expertise as you progress your career with us.

**What we stand for**

We recognise that as a company we are brighter together, and in an inclusive environment where all perspectives and differences are celebrated, we can achieve amazing things. Recruiting and retaining a diverse mix of employees helps bring different perspectives, diverse conversations, and new ideas to the table, all of which are incredibly valuable and core to our success.

CooperVision is about so much more than manufacturing contact lenses - we are committed to supporting and encouraging every individual to be their full selves and we look forward to building a Brighter Future together.

**What you will be doing**:
As a Customer Services Representative you will answer inbound customer calls, receive and process orders on the ERP System in line with company procedures, and manage the day to day requirements of our customers. Additionally, you will be required to log and liaise with internal departments to resolve customer queries/complaints via CRM, Agile or Baan.
- Working within KPIs given to you by the Management Team.
- Keeping and maintaining records of all orders and relevant documentation for easy reference and auditing purposes.
- Ensuring all credit requests are received in written form from customer detailing BP, Invoice Number/Order Number, Patient Name etc.
- Ensuring all internal controls are complied with and taking responsibility of the process so that internal and external audits are passed as per SOP.
- Producing reports on credit statistics as and when required.
- Supporting the management structure and carrying out any other additional tasks as required to meet the business needs and objectives in accordance with the corporate internal control guidelines.
- A full version of the job description is available upon request._

**What skills and experience should you have?**

You should have excellent communication, problem solving and administration skills, and be able to use your own initiative to make decisions within the remit of the role. You should also show enthusiasm and flexibility, act as a team player, and show good inter-personal skills. Other useful knowledge, skills and abilities include:

- Use of Microsoft Office, ERP and CRM systems to place orders and maintain customer communication and feedback.
- Able to convey and receive instructions and be able to keep situations calm.
- Ability to manage multiple priorities whilst hitting deadlines, targets and KPIs.
- Proactive focus on areas of continuous improvement.

Having previous experience within a contact centre will be highly advantageous as there will be multiple processes and systems to learn quickly.

**CooperVision Values**

Our four values define and underpin our unique culture; we are Dedicated, we are Inventive, we are Friendly, and we are Partners. Becoming part of the CooperVision family means joining a friendly team that’s open, flexible, and respectful of each other’s differences, working together to achieve something great

**What we offer**

You’ll receive competitive compensation and a fantastic benefits package including; 25 days holiday, pension scheme, performance-based bonus, healthcare cover, life assurance, a discounted contact lens scheme and much more

**Job***: Customer Service

**Primary Location***: United Kingdom-Hampshire-Segensworth

**Organization***: CVI Europe Commercial

**Schedule***: Full-time

**Unposting Date***: Ongoing