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 www.coopervision.com
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® 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®! 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.
JOB TITLE: Manager Customer Service, Paragon
DEPARTMENT: Customer Service
Daily management of the customer service team to keep the team running in an efficient manner to increase customer satisfaction, loyalty and retention. Will improve the customer experience, create engaged customers and facilitate organic growth. Assist in planning, developing and implementing corporate customer care policies, procedures, performance standards and training programs.
Essential Functions & Accountabilities:
Manage and lead Customer Service Representatives to effectively represent PVS by providing customers with a professional experience both on the phone and in written correspondence.
Directly provide support to customers on as needed or escalated basis.
Develop a Customer Service strategy to support and compliment the PVS business.
Identify and implement continuous process improvements that result in measurable and scalable improvements in productivity, timeliness and quality.
Develop Customer Service key performance indicators and a dashboard to monitor and measure results and provide guidance based on results.
Demonstrate ability and initiative to take on new responsibilities to develop, implement and grow the Customer Service Call Center as Specialty Care evolves.
Train Customer Service Account Representatives and maintain the employee training record.
Develop and coach Customer Service Account Representatives and support performance management process as needed.
Support Customer Service audits through proper documentation and processes.
Act as a Change Agent for any necessary business/employee changes when necessary.
Maintain a professional environment in the Customer Service Call Center.
Support several PVS generic email addresses regarding customer and patient inquiries.
Well-versed on all computer order entry programs, workflows and processes.
Knowledgeable and supportive of all PVS products and Sales/Marketing programs and initiatives.
Support the processing of domestic and international product and literature orders over the phone, via fax or e-mail.
Facilitate the semi-annual Customer Service Survey presented to our Paragon CRT authorized Labs.
Process reimbursements for samples, defective returns, trial sets, marketing programs, etc. sending letters and no-charge product to customers.
Provide specific order status upon customer request.
Accommodate the unique needs of our International customers.
Assist customers with shipping issues, specifically tracking packages and orders being detained by customs.
Work directly with FedEx/other carriers for customers when necessary.
Assist with the processing of certification/exams.
Activate new accounts.
Provide certificates upon request (ISO, CE, COA, COP etc.).
Approve and provide additional details for all exception requests.
Provide Sales Team with support upon request and as needed.
Verify accuracy of all Account Status Report changes.
Other duties as assigned.
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.
Knowledge, Skills and Abilities:
A demonstrated understanding and knowledge of Call Center best practices, including scheduling, proactive oversight, intelligent routing, call handling, control and schedule adherence is required. Additionally, a demonstrated understanding of Call Center operations including the ability to manage average call time, response time and call volume and other key Call Center metrics.
The ability to manage orders with tight deadlines and high-pressure situations is required.
The ability to multi-task and productively function in a stressful environment is required.
A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary.
Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies within a Call Center. Incumbents must have the ability to investigate and manage comprehensive policies, programs and initiatives as described.
Strong, proven leadership, communication (both written and verbal) and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to effectively motivate employees and resolve conflicts as drive any necessary change management.
Normal office and Manufacturing environment.
Travel is required (up to 20%).
6-8 years of relevant business/Customer Service experience.
Minimum two years’ experience managing remote and/or Customer Service teams.
Contact Lens experience is highly desirable.
Works effectively across different cultures and languages.
Strong technical acumen, computer skills, problem solving ability, analytical, writing and communication skills.
Experience working in both a large multi-national company and small entrepreneurial company setting.
A Bachelor’s degree is required, or an equivalent combination of education and work experience will be considered.