Customer Service Specialist

In the role of Customer Experience Agent, you will assist DACH market, handling various customer requests and inquiries. You will be working closely together with internal stakeholders, supporting them, and taking on miscellaneous tasks related to internal processes. Since your primary responsibilities will be DACH related, fluency in German and English is a must, French language knowledge is going to be considered as an advantage.

You will be reporting to the Customer Experience Manager in Denmark.

• Order Management: Manage and handle Sales Orders according to current CooperSurgical 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 CooperSurgical processes. Secure, follow through and closure on open customer topics.
• Business Support: Handle and manage various customer inquiries.
• Finance related tasks: Overdue invoices, credit/rebill actions to rebalance accounts.
• Active part of the complete EMEA CE group. Backup for direct market CEA’s in peaks and unknown situations.
• Ad hoc tasks: Delegated by the Manager, Senior Manager and Senior Director, Customer Experience.
• Experience with international Customer Service.
• Experience with international Order Management, Complaints/Credits.
• Experience of working in larger and complex international organizations.
• Well-versed in MS-Office and knowledge to NAVISION (or equivalent ERP systems) and CRM.
• English and German language are mastered in writing and speaking.
• Expected to have or gain in-depth understanding of the nature of the company business, to be able to provide the needed support.
• Strong ability in business and customer support.
• Collaborative, service minded, structured and quality conscious. Detail oriented and sense of the big picture.
• Having the ability to and interest in navigating in and adapting