CooperVision, a unit of The Cooper Companies, Inc. (NYSE:COO), is one of the world's leading manufacturers of soft contact lenses and related products and services. The Company produces a full array of monthly, two-week and daily disposable contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism and presbyopia; 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 which may include but is not limited to respond to customer requirements, answering inquiries, resolving problems, fulfilling requests, maintaining and updating databases, KPI's data gathering and reporting. Administration of request for 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. Ensures 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 request 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. Prepares monthly Customer Complaint graph with pareto of the key issues, as applicable. 9. Provides general support to Sourcing Department in: a. Coordinating meetings/Supplier Visits b. Covering phone calls when personnel are not available RTA's Management c. Resolution of Invoice/Receipt Discrepancies d. Assist in Traffic Matters and tracking shipments e. Assist in External/Internal Audits f. 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 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 Two (2) years of experience in sourcing / purchasing environment. EXPERIENCE Associate degree in Business Administration or related field The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. CooperVision Caribbean Corp. reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. CooperVision is an Equal Opportunity Employer '216042 SDL2017
