Service Support Scheduler

at  CooperSurgical

CooperSurgical is a leading fertility and women’s healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women’s healthcare providers, including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women’s health care clinicians. More information can be found at www.coopersurgical.com .

• Higher degree of administrative education.
• Minimum 5 years of hands-on experience in planning, project management, or administrative assistance.
• Work experience with scheduling activities.
• Experience in a Customer Service or Sales Organization is of preference.
• Possesses and demonstrates:
• Excellent written and verbal communication skills.
• Confident, articulate, and professional communication style.
• Empathic listener and persuasive speaker.
• Respectful and positive body language.
• English mastery. A second language is beneficial.
• Possess the ability to adapt and navigate in a busy environment while maintaining structure and quality-consciousness.
• Proven in-depth experience with CRM and ERP systems. Skills in CRM Dynamics 365 is preferrable.
• High degree of ability to use Microsoft office.
• The position will require an articulate, confident, detailed -oriented employee who possesses excellent project skills and is comfortable with sharing and receiving feedback.

• Respect’s stakeholders personal & professional differences.Passing of background check which may include verification of prior employment, criminal conviction history, educational and driving records.

• Main responsibility will be to support the EMEA Service organization across the region to optimize their efforts and increase customer satisfaction, through process optimization, efficient resource planning, system support, reporting, analysis activities, and cross-departmental collaboration.
• Scheduling site visits and coordinating internal and external resources and communications associated with field service activities.
• Transfer information into different systems and tools such as CRM, Navision, SharePoint, SmartSheets etc. Maintain CRM database so that the data is valid, actual, and accurate.
• Use CRM Dynamics to administer contracts, installed base data, accounts, cases, work orders, tools, and to plan resources against service activities.
• Order creation related to service activities. Coordinate shipment and delivery according to confirmed visit.
• Assist in documenting processes and accountably maintaining job related Standard Operating Procedures.
• Highlight areas for training possibilities and provide feedback to the Service Support Supervisor that can improve process performance and customer experience. Help execute suggested training requirements.
• Attending training sessions to maintain your process and system knowledge to the highest standard and secure the best possible experience for our customers.
• Back up each other in Service Support according to needs.
• Strive to achieve yearly personal objectives set during appraisals.
• Act as a liaison between the Customer Experience department and the Service and Repair department, ensuring that reports, processes, and systems are shared and aligned between the two.
• Occasional weekend duties may be applicable but are very rare.
• Update the Service Support Supervisor regularly of your daily activities and share relevant findings with your direct team.
• Performs additional duties or assignments as directed by management