Description - External

CooperVision, a division of CooperCompanies (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.

JOB TITLE:  Customer Care Technician- Supply Chain 

DEPARTMENT: Supply Chain 

JOB SUMMARY

Responsible for providing customer service to CooperVision internal and external clients, including but not limited to responding to customer requirements, answering inquiries, resolving problems, fulfilling requests, maintaining and updating databases, KPI’s data gathering, and reporting.  Administrative quotes and requisitions to Purchase Orders.  

ESSENTIAL FUNCTIONS

1.    Performs as the customer care liaison among AMO, its sites and suppliers. 

2.    Resolves customer complaints and open matters:

a.     Deals with e-mails and phone calls from customers inquiring status of pending items, such as:  status of orders, investigation of customer requests, etc.  

b.    Responds to customer inquiries with a written message to communicate that the situation will be managed within agreed terms.

c.    Serves as liaison between Buyers, Warehouse, Accounts Payable, other internal customers and the Suppliers as part of the resolution of the event.

d.    Coordinates meetings to resolve issues as needed.

e.    Communicates to customers the resolution of the situation and/or the plan within agreed working days.

3.  On-time on time resolution of past dues (based on Due Open Orders)

a.    Prepares monthly KPI including the pareto with the major offenders (requestors)

4.  Administrates requests for quotes for MRO’s including Spare Parts from approved Suppliers and/or repetitive orders/spending.

5.  Converts requisitions into purchase orders and ensure orders are acknowledged and execute by suppliers in accordance with terms/delivery lead time.

6.  Supports New Suppliers Qualification Process and gather supplier documentation accordingly.  

7.  Ensures Suppliers comply with internal and external controls/regulatory procedures (ISO, FSE, FDA, SOX, EHS, etc.).

8. Provides general support to Sourcing Department in:

a.    Coordinating meetings/Supplier Visits

b.    Assist in the resolution of Invoices/Receipts Discrepancies

c.    Assist in Traffic Matters and tracking shipments

d.    Assist in External/Internal Audits

e.    Prepare presentations and reports as required

POSITION QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES

•    Bilingual (English/Spanish)

•    Excellent oral and written communication skills.

•    Ability to effectively communicate with a diverse clients and team members.

•    Personal computer knowledge (MS Office suite)

•    Availability to work overtime and weekends when necessary.

•    Excellent interpersonal skills.

•    Needs to have some analytical ability, professionalism, and judgment to resolve problems.

•    Organized and have attention to details.

•    Ability to work effectively in a deadline driven environment

WORK ENVIRONMENT

•    Generally, works in a closed environment, in office conditions, with a moderate level of noise and controllable changes of temperature.

•    Needs to stand, walk, and may be seated for a long period of time.

•    Uses hands to feel, handle, and reach.

•    Works with a personal computer and programs to prepare documents or reports.

•    Applies communication skills (advanced reading, writing, and technical skills) and mathematical concepts knowledge to perform work and coordinate with others.

EDUCATION 

Bachelor’s degree in business administration or related field

EXPERIENCE

Two (3) years of experience in sourcing/purchasing a environment.    

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