Manager, Customer Service- Competence Team

About CooperSurgical

CooperSurgical is a leading fertility and womens 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 were driven by a unified purpose to enable patients to experience lifes 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 womens 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.

Job Summary:

Leads the Customer Experience Competence Team in Americas consisting of 4 full-time employees situated in Trumbull US.

This role is responsible for supporting the Customer Experience team and indirectlyCommercial Operations Distributions and other supporting functions with the aim to deliver and drive high customer satisfaction.

Function is responsible for securing stable support from CRM/ERP specialists other system specialists phone system specialists Trainers and Testers and deliver the support needed. Function is responsible for issue resolution local KPI- reporting and for local process development and training.

Role delivers stable and robust daily operations in the team securing ongoing efficiencies and high employee performance.

This role will occasionally be back up for Senior Director of Customer Experience.

Essential Functions & Accountabilities:

• Daily functional and tactical lead of Customer Experience Comp Team in dedicated locations.
• Daily operational and people management of the team. Guiding motivating supporting and developing the team members. Setting clear expectations delegating tasks monitoring performance providing feedback and fostering a collaborative and productive work environment securing highly motivated and engaged team members.
• Secure all team members are knowledgeable of processes and work in line with processes by training and education.
• Drive clear and transparent information sharing with team to secure and maintain One-team-approach.
• Identify staffing needs and secure optimal staffing using workload capacity planning and optimization structure.
• Secure and maintain relevant resources to support Customer Experience and the business with specialized knowledge with ERP and CRM. Issue resolutions and support in same systems. (Not limited to existing systems in use)
• Secure and maintain relevant specialized resources in supporting systems eg. Integration systems such as GHX and ensure monitoring of system and holds as well as resolution of same.
• Secure specialized knowledge to support with relevant phone system optimization.
• Deliver training to Customer Experience Agents in all systems.
• Deliver testing in new systems features setup and releases.
• In collaboration with Customer Experience Managers and Senior Director Customer Experience maintain existing and establish new processes and documentation for Customer Experience Americas including training to Agents.
• Identify and deliver ongoing opportunities of efficiency improvements and relevant optimizations.
• Support with reporting and data extracts from relevant data sources.
• Make efficient usage of available technical tools to create conditions for optimizations automation and to ensure intuitive access to relevant data and knowledge.
• Contribute to strategic decision making.
• Ad hoc tasks: delegated by Senior Customer Experience Director. This can include but are not limited to Cross functional process improvement standardizing tasks across regions IT-Projects global KPI determining and management.

Travel:

• As needed 4-8 times a year.

Qualifications Knowledge Skills and Abilities:

• Documented experience with international Customer Service Customer Experience Sales Support or Business Support.
• Deep knowledge and in-depth understanding of nature of the business the Customer experience field and their responsibilities.
• A certain level of technical and system competences within CRM ERP bridging systems and relating other systems as well as effective communication skills and strong interpersonal abilities.
• Collaborative team player accustomed to work in a multi-cultural environment emphasizing customer satisfaction.
• Leader capable of creating a collaborative relationship between internal as well as external stakeholders.
• Strong problem-solving skills strong analytical skills.

Experience:

• Minimum 5-10 years of experience in international functions with strong emphasis on operational excellence.
• Minimum 3 years of management experience in a people manager role.
• Practical experience as system support specialist or similar.

Education:

• Relevant degree at Bachelors level.

As an employee of CooperSurgical youll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck we offer a great compensation package medical coverage 401(k) parental leave fertility benefits paid time off for vacation personal sick and holidays and multiple other perks and benefits. Please visit us atto learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email the internet or in any form and/or method will be deemed the sole property of CooperSurgical unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability please contact us at