Customer Service Associate 1 - Sherbrooke, Canada - CooperVision

CooperVision

Verified Company

Sherbrooke, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Customer Service Associate 1

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SHE0039

Description

Who We Are

Blanchard Contact Lenses, a CooperVision specialty eye care company, is a leading designer and manufacturer of custom-made GP contact lenses, with a specialization in scleral lenses.

Our proprietary Onefit family of scleral lenses are an industry-leading design, supplying eye care professionals with contact lenses of an exceptional quality and with advantages not found with other contact lens products.

We have earned a reputation of excellence for innovative designs, quality workmanship and an unparalleled focus on consultation and partnership with our customers.

Over the years, substantial investments have been made in human resources, research and development, and machinery that maintains and advances our ability to supply only the very best contact lenses and support services.

With distributors in 24 countries, Blanchard's lenses are embraced and fit with excellent results throughout the world. Blanchard is located in Manchester, NH and Sherbrooke, Quebec.

Why Work With Us

At Blanchard, each employee is recognized as a valued team member contributing to the long-term partnership we develop and nurture with our customers.

We don't just sell specialty contact lenses; we create opportunity and restore both vision and quality of life to vision-impaired individuals.

We are lucky enough to truly make a difference in people's lives every day.

We are dedicated to what we do, welcome participation and innovation, and seek others who can share in our vision.

Job Summary

Essential Functions & Accountabilities:

Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders
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 highimpact 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 accurate and detailed records of customer communications and transactions
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

CooperVision's management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

Experience:

13 years experience in a relevant position required
1+ year experience in a goaldriven and customerfocused environment strongly preferred

Qualifications

Knowledge, Skills and Abilities:

Bilingual, able to speak French and English
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
Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with webbased video conferencing (Teams, Webex, etc.)
Strong attention to detail
Exceptional written and verbal communication skills
Demonstrated analytical and problemsolving ability
Excellent telephone presence and a high degree of professionalism
Effective organization, planning, and time management skills
Strong ability to multitask
Ability to thrive in a fastpaced 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 English
Fluency in written and spoken Spanish or French a plus (may be required based on company need)

Work Environment:

This is a fulltime onsite role. Hybrid remote scheduling may be available based on business needs and ability to maintain appropriate homeoffice environment.
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

LI-RK1

Job:
Customer Service

Primary Location:
Canada-Quebec-Sherbrooke

Organization:
CVI Blanchard

Schedule:
Full-time

Unposting Date:
Ongoing