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CooperCompanies · 1 day ago

Customer Service Representative-Trumbull CT

75 Corporate Drive, Trumbull, CT, 06611, US

Full-time

Onsite

Mid Level

3+ years exp

CooperSurgical is a leading fertility and women’s healthcare company dedicated to enhancing patient experiences. They are seeking a Customer Service Representative to handle customer inquiries, process orders, and manage product complaints while ensuring high levels of customer satisfaction.

Medical Device

Responsibilities

Has knowledge of CooperSurgical product line, prices, delivery, promotional mailings, and any other information that is needed to answer customer calls

Handle all incoming contacts from internal & external customers. Provide information and resolution to customer queries and issues. Do all necessary follow up that may stem from incoming calls

Enter all orders that come via phone, fax, email & EDI (Electronic Data Interchange), ensuring maximum customer satisfaction

Perform all task related to a customer returns which includes data entry and follow up to make sure the product was returned by the customer and a refund issued by Accounting

Handle calls pertaining to product and service complaints and enter all relevant information into the complaint tracking system. Work closely with Product Surveillance team during investigation of the complaint and complete all follow up needed by Product Surveillance

Triage service & repair calls and provide level 1 support to resolve the issue or contact the appropriate department to help the customer with resolution

Maintains vigilance with respect to service objectives, such as incoming call queues, proper call conduct, fax/EDI order processing times, and processing accuracy

Acts as a point of contact for daily operational questions/information as it relates to a specific area of assignment

Maintains service documents/tools used by department (both on and off-line) for specific area of assignment

Alerts management in the event of problems with procedures, information, systems, or negative service situations in area of assignment

Gathers, compiles, and distributes information to better company operations when appropriate

Follows the schedule provided by the Supervisor and keeps non- work-related time to minimal

Performs other duties or assignments as required by management

Qualification

Call center experienceCustomer serviceData entryMicrosoft OfficeMulti-taskingManagement interfaceInterpersonal skillsTeamworkOrganizational skillsRelationship building

Required

Must have 3 plus years in a small (10-25 person) call center environment

Strong interpersonal and communication skills

Demonstrated the ability to work in a team environment

Ability to build relationships with a diverse variety of customers

Ability to multi-task with minimal supervision

Accurate data entry and strong organizational skills

Working knowledge of Microsoft suite of products including Excel, Word and Outlook

Strong knowledge about Microsoft Access & Excel a plus

Previous order entry, customer service or medical background a plus

Ability to interface with various levels of management

Benefits

Medical coverage

401(k)

Parental leave

Fertility benefits

Paid time off for vacation, personal, sick and holidays

Multiple other perks and benefits

Company

CooperCompanies

CooperCompanies (Nasdaq: COO) is a leading global medical device company focused on helping people experience life’s beautiful moments through its two business units, CooperVision and CooperSurgical.

Founded in 1958

San Ramon, California, US

10001+ employees