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.

• 3\+ years’ experience with international Customer Service including international Order Management, Complaints/Credits.


• P roven experience in ERP system and CRM systems.


• Well\-versed in MS\-Office.


• Relevant degree in Business Administration, Service or Commerce.


• Experience with working in larger and complex international organizations.


• Well\-versed in MS\-Office, the use of CRM system, and knowledge to NAVISION (or equivalent ERP systems).


• English and Dutch language is mastered in writing and speaking. Preferable French is a plus


• Strong ability in business and customer support.


• Collaborative, service minded, structured and quality conscious.


• Having the ability to and interest in navigating in and adapting to a busy and changing environment.


• Proactive, open, and honest in all aspects of work.

At CooperSurgical we are currently looking to recruit a Dutch speaking Customer Experience Agent for Benelux , located in Copenhagen Denmark. You will be a part of the 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 Denmark.

Location: Onsite\- Ballerup

Position

In the role as Customer Experience agent, you will assist the local market of Benelux in order management. You will be handling various customer requests and inquiries. 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 Manager of Customer Experience, situated in Denmark and be in close contact with internal sales and customers.

Due to the specific responsibilities this role comes with, it is important that y ou have experience in order processing and worked with ERP and CRM systems before. A healthcare multination organization experience 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, all through 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 Orders 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 eg. Vendor creation.


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

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