Job Description

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Job Summary

Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

- The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office).
- The candidate must be Fully bilingual (English / French)

Job Description

At CooperVision, a business unit of CooperCompanies (Nasdaq: COO), we’re driven by a unified purpose of helping people experience life’s beautiful moments. We are connected through our shared values - dedicated, cutting-edge, friendly, partners, and do the right thing . As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges – including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers.

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Job Summary

Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status,



pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

- The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office).
- The candidate must be Fully bilingual (English / French)

Responsibilities

- Provides First Contact Resolution whenever possible for all communication channels.
- Adheres to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances customer experience and promotes the CooperVision brand.
- Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions.
- Possesses and effectively utilizes knowledge of current policies and procedures within the department.
- Works with multiple computer applications; working with latest client management software applications to enhance service delivery to our customers.
- Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
- Accurately and efficiently enters sales orders into ERP system received by phone, email or chat.
- Assist customers with questions and issues.



Identifies customer problems and uses proper techniques in decision making to resolve.
- Identifies service errors and report/resolve appropriately.
- Maintains knowledge of all products, prices, accessories and literature, shipment and availability of products, policies and procedures to effectively service the customer.
- Responds to all inquiries in a timely and accurate manner.
- Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork.
- Supports CVI and Department objectives.
- As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.
- Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, Credit, etc. using all channels (Teams, phone, email, meetings, etc.)
- Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.
- Supports 1-4 phone queues including email and web chat.
- Responds to all inquiries in a timely and accurate manner.
- Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork.
- Supports CVI and Department objectives.
- As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.
- Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, etc. using all channels (teams, phone, email, meeting, etc.)
- Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.

📌 Bilingual (English / French) Customer Service & Support Specialist I (Richmond Hill)
🏢 CooperVision
📍 Richmond Hill