Provide administrative support for the sales team,including placement of product, fit set, literature and promotionalorders. Assistswith inquiries, updateson latestproductofferingsor promotions, pendingorder status, pricing questions, updating ofaccount information andany internal followupto exceed expectations.Responsible for providing optimal quality customerexperience in communications with internal and external customers. Supports concepts, goals and objectives of thedepartment.
Respondstoall inquiries in a timely and accurate manner related tothe processingoforders forliterature, rebates, bank, bulks, fit sets and complimentaryrequests. Provides support for promotional programs,complimentarybudgettrackingand updates.
Responsible for returning house account or open territory phone and email inquiries within 24 hours.
Responsibilities with house accounts include informing them field sales representation is not available, handling their requests for trials and/or fit sets, among others.
Serve as a liaison between sales rep and other departments; Information Technology, Marketing, Credit, Distribution, International, Product Service, Consumer Care, Returns, and Consultation
Identifies service errorsand reports/resolves appropriately.
Assist marketing team with new product launches by placing orders for programs (banks, bulks), fit sets, promotional literature, tracking fit placement and shipment confirmation.
Mustmaintainknowledgeof allmarketing promotions, specialorders, products,prices, accessoriesandliterature, shipment andavailability ofproduct, policies andprocedures.AdheretoSalesForce.com order placement process and servicelevelagreement.
As per request of Sales Support Manager, joinregionalsalesconferencecallsandcommunicate informationappropriately.
Assist sales team with applications used daily by providing guidance and education on usage of necessary applications such as, SFDC, Ontrac, Einstein, and First Contact.
Assist sales team in coordinating and planning regional/PAC dinner event meetings.
Asbusinessneedsdictate,worksextendedhourstocompletedailydepartmentgoalsortasks. This may be mandatory OT or voluntary OT as per needs of the business.
Returns customer calls as a courtesy for sales rep. Outbound calls to support business initiatives, surveys and/or campaigns as needed.
Provide feedback on updates to assist other departments; Marketing, Sales Ops, Sales Admin, Returns Goods, Credit.Find trends on training or products and report appropriately.
Coordinate with Regional Sales Manager to appropriately distribute monthly fit set and trial lens allocations.
Prepare and process co-op reimbursement requests from sales representatives.
As business needs dictate adapts to the immediate need of responding to overflow Customer Service calls. Adheres to the call criteria and the Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision Brand.
Execute outbound calling strategy based on direction of appropriate Regional Sales Manager or in alignment with our corporate house account strategy.
Partner with accounts by articulating CVI Advantage and rebate programs to help Corporate House Accounts and Open Territory Accounts achieve their practice financial goals
Actsasan ambassadorforCooperVision,supporting CompanyMission,Purpose,Promise and Values.
Other projects or initiatives as per needs of the business.
KNOWLEDGE, SKILLS AND ABILITIES
Excellent communication skills; verbal, written and active listening.
Excellent interpersonalskills bothwith internal and external customers.
Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
Strong business acumen and abilitytolearn newprograms, productsandprocesseswhen implemented.
Demonstrated ability tocollaborate and maintain positive working relationships withinternal and external customers and departments.
Ability tounderstand,apply and explaincompanypolicies and procedures, andpromotions. Ability to read and understand technical material such as Standard Operating Procedures (SOPs), Product Parameters and Specifications.
Ability toproblem-solve and analyze situations,investigate problems, and determineand recommendsolutions.
Intermediate skill in the use of Excel, Word, Outlook and PowerPoint. Advanced keyboarding skills.
Works with multiple computer applications; working with the latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
Able to work effectively in a team environment.Team player willing to assist coworkers when needed.
Prolonged sitting in frontof a computer for 6-8 hours a day
Professional officeenvironmentin linewith corporateoffice standards.
On rare occasion may be required to travel domestically.
Will multi task with phone calls and data entry for 6-8 hours a day.
CooperVision Customer Serviceexperience desired.
Previousexperience ina role supporting sales and experiencewith Salesforce.coma plus.
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