Customer Service Agent - 12m FTC

CooperVision Limited; Fareham; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Healthcare cover

Life assurance

Wellness Platform access

Discounted contact lenses

Job summary

CooperVision Limited in Fareham is seeking a Customer Service Agent for a 12-month fixed-term contract. You will process customer orders, coordinate shipments, and manage records with a focus on accuracy and efficiency.

You will work with ERP/CRM systems, maintain high service levels, and support internal controls while collaborating with other departments. A hybrid work pattern applies, with some days in the office and some from home.

Qualifications

• Excellent spoken and written English and clear communication.
• Strong organisational, problem solving and administration skills.
• Proficient with Microsoft Office, ERP and CRM systems.
• Team player with flexibility and inter-personal skills.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Receive and process customer orders on the ERP system per procedures.
• Coordinate with other departments to ensure orders are shipped with high service level.
• Maintain records of orders and supporting documentation for audits.
• Process credit requests in writing with required details.
• Support management and comply with internal controls and SOPs.

Skills

Excellent English

Organisational skills

Problem solving

Administration

Microsoft Office

ERP systems

CRM systems

Team player

Clear communication

Multi-tasking

Tools

ERP system

CRM software

Microsoft Office

Job description

Fareham, Hampshire, United Kingdom (Sur site)

Job Description

Job title: Customer Service Agent 12m FTC

Department: Customer Service

GLS: P01

Working hours: Monday – Friday. 9am to 5:30pm on Mondays, Tuesdays and Fridays, 9am to 5:15pm on Wednesdays and Thursdays (3 days per week working in the office, 2 days at home)

A brighter future awaits you

CooperVision is one of the world’s leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improvethe way people see each day. It’s more than makingcontact lenses, it’s about giving lens wearers freedom andconfidence to move about their daily lives. We’re all about bright futures – for our people and those who wear our contact lenses.

Job summary – What to expect:

As a Customer Service Representative, your role will be to provide high quality, fast and efficient customer service to our customers. Your responsibilities will include:

Receiving and processing Customer orders on the ERP System in line with Company procedures and Customers requirements.

Working closely with other Departments to ensure customers orders are shipped to the highest level of service.

Working within the KPIs given to you by the Management Team.

Keeping and maintaining records of all orders and relevant documentation for easy reference and auditing purposes

Ensuring all Credit requests are received in written form detailing BP, Invoice Number/Order Number, etc.

Processing credits within 1 working day, subject to appropriate level of authorization and ensuring they are in line with Coopervision’s Terms and Conditions

Ensuring all Internal Controls are complied with and take ownership and responsibility of the process so that Internal and External audits are passed as per SOP.

Scanning all customer credit records and file on the computer system

Ensuring that the credit receipt process has been updated daily.

Supporting the management structure and carry out any other additional tasks as required to meet the business needs and objectives in accordance with the corporate internal control guidelines (where applicable individual system access may be restricted).

A full job description is available upon request.

About you:

We are looking for someone with:

• Excellent spoken and written English
• Good organizational, problem solving and administration skills, attention to detail is key.
• Ability to use own initiative and make decisions within the remit of the role.
• Use of Microsoft Office, ERP and CRM systems is needed to place orders and maintain customer communication and feedback.
• Enthusiasm and flexibility, a Team Player, able to work alone or within a team, with good inter-personal skills.
• Confident communication - able to relate to people on all levels. Provide effective communication, convey and receive instructions, able to keep situations calm and provide assistance to internal and external Customers with queries.
• Strong customer-facing skills, including clear and precise communication
• Ability to manage multiple priorities whilst hitting deadlines, targets and KPIs
• Proactive focus on areas of continuous improvement
• Proven problem-solving skills
• Dealing with different personalities and the needs of employees and external Customers
• Ability to learn procedures and processes quickly, able to listen to others and understand their requirements.
• Exceptional administration skills
• The role is part of a support function requiring a high level of collaborative dialogue with Functional Management
• Good Team Worker - adaptable to situations and people. Able to utilize other people’s skills and talents.

Experience & Education:

Experience:

• Proven problem-solving skills
• Ideally will have proven experience of working in a high-volume Call Centre environment (At least 1 year experience working in a Call Centre), or contact lens/optical experience
• Dealing with different personalities and the needs of employees and external Customers
• Ability to learn procedures and processes quickly, able to listen to others and understand their requirements.
• Exceptional administration skills
• The role is part of a support function requiring a high level of collaborative dialogue with Functional Management
• Good Team Worker - adaptable to situations and people. Able to utilize other people’s skills and talents.

What we offer:

• You’ll receive competitive compensation and a fantastic benefits package
• 25 days holiday
• pension scheme
• healthcare cover
• life assurance
• access to our Wellness Platform to support you in mental health and wellbeing
• a discounted contact lens scheme
• and much more!

We are committed to our employees’ personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we’ll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision.

What you can expect:

As a CooperVision employee, you’ll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.