Customer Service Representative

9 hours ago

Budapest, Budapest, Hungary CooperVision Full time

Responsibilities
Sales Order Management tasks:

  • Managing orders coming via phone
  • Managing orders coming in any written form (e-mail, fax)
  • Handling on-line orders
  • Checking data correctness by comparing Customer Sales Order and placed order
  • Sending order confirmation to Customer about orders received via e-mail
  • Informing Customer about possible backorder and offer alternative product
  • Controlling trial lenses ratio on Customer Sales Orders and open Sales Force case for the respective Sales Employee in case ordered amount exceeds allowed quantity
  • Handle and resolve EDI issues.
  • Handle Salesforce daily and fulfill every request within 1 day
  • Handling returns

Stock Management tasks:

  • Checking daily shipping report and handling hold codes
  • Checking GLS report on daily basis and take actions
  • Reduce the number of returns and prevent product waste.
  • Search and share information with management if there are any money-saving opportunities for the company

Inform, assist Customers

  • Managing incoming calls
  • Providing technical support about product's parameters and usage of the online ordering site
  • Informing Customers proactively about reason of backorders, expected delivery dates and
  • possible alternative products
  • Managing complaints related to our services by performing the necessary investigation and informing the management
  • Promoting the online ordering site
  • Promote NPS to improve our results
  • Inform customers about special events
  • Support the promotions

Onboarding and test support

  • Create or add new information to the Work Instructions that can support the team
  • Actively and proactively participate in any new Oracle process or in other system testing
  • Take an active role in the onboarding programs of new team members in the whole CEE team
  • Provide active support to the CEE team during any vacancy period
  • Provide value-added service to new team members by sharing best practices

Travel:
occassionally.

Qualifications
Knowledge, Skills and Abilities:

  • Customer Service mindset - Customer focus
  • Good interpersonal and communication skills
  • Ability to work with high attention to details
  • Proactive, independent, responsible
  • Problem solving & analytics
  • At least medium level of English is a must
  • Strong team player with mentoring skills
  • High learning ability

Experience:

  • Experience in Customer Services
  • Experience from a global company is an advantage
  • Experience of working internationally preferred
  • Experience in contact lens industry/healthcare is desired but not essential
  • Experience of managing third-party suppliers is an advantage

Work Environment:

  • Office work, regular working hours
  • Hybrid working: minimum 2 days in the office/week

Education:

  • Secondary school
  • Language knowledge: HU + PL/CZ/SK

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