Hybrid Customer Care and Office Support Specialist

at SCOPE Eyecare & Healthcare

• Job title: Customer Care and Office Support Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $50,000 - $55,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Customer Care and Office Support Specialist providing exceptional customer service and office support. Supporting the US team at Scope Health Inc on a hybrid schedule.

Responsibilities

• Ensure that a consistently excellent level of customer service is adhered to under high work demands
• Proactively reach out to customers with a natural ability and desire to help people
• Deal with customer service calls and assist with all inquiries regarding product information, availability, use instructions, issues, complaints etc.
• Route leads to appropriate Regional Account Managers (RAMs)
• Answer billing and pricing questions and place direct orders called into the office
• Create invoices for all customer orders (if appropriate)
• Maintain good product knowledge
• Work with Operations Manager to route product complaints to Head of Operations and Quality & Regulatory Manager
• Provide general support on a range of office functions (sales team support, meeting organization/hotel booking etc.)
• Manage and route office sample and literature inventory to RAMs, KOLs, customers as needed
• Collect, scan, save, and forward applicable mail/information to Dublin (i.e., HR and Finance)
• Manage individual US Team requests/inquiries, liaising with UK Office
• Send out customer requests and sample requests for individuals or team
• Be the first point of contact for all general office enquiries
• Manage all calls to the office and transferring/taking messages, as necessary
• Order office consumables including stationery, supplies etc.
• Set up accounts and process orders for Samples/Marketing Literature and direct ship relevant marketing materials from NYC Office (i.e., Retractable Banner, pens, Scope bags, etc.)
• Send individual follow up emails with all admin information for reference
• Input and export direct orders swiftly
• Set up new accounts daily
• Submit internal transfer docs for each inventory request to online retail partners
• Track individual RAM budgets
• Share maximum allotments with RAMs and collect & aggregate requests
• Process individual orders in finance system, ensuring all requested items/quantities are shipped accordingly and in a timely manner
• Assist Key Accounts team in supply, logistics, and finance
• Route and track requested samples, marketing literature, etc. to local market in advance of event
• Assist with compiling leads and sending follow up sample/kits when applicable
• Set up and process new customer/existing customer orders made during event
• Request and review product options, quotes, and quantities for production
• Request and hare appropriate artwork files and specs for production
• Track all production spends and costs individually and annually
• To liaise effectively with Scope colleagues to maximise commercial effectiveness e.g., US Sales Team
• To liaise effectively with relevant third-party stakeholders to maximise commercial effectiveness which will involve joint action planning on a regular basis
• To proactively seek to share best practice with colleagues to implement best practice
• To liaise with all Scope employees in a helpful and constructive manner as appropriate
• To proactively seek feedback from customers, colleagues, and management on personal performance, and to act on development areas highlighted by their response
• To continuously seek to improve personal skills, knowledge, and competencies to improve performance
• To take part in all company training activities, and to continuously strive to excel
• To proactively identify personal development needs or areas for improvement in performance and to approach the line manager for support
• Understands and uses all Company systems and business processes effectively
• Organize information in 3PL’s required shipping and product order documents, forwarding manual requests individually by “pack” to 3PL for fulfilment
• Ensure products/quantities ordered ship accordingly/timely
• To maintain all company equipment
• To complete all company administration in a timely and accurate fashion

Requirements

• College degree in a business discipline is desirable
• 3-5 years plus experience in a similar role
• Excellent MS Word, Excel and Outlook skills
• Experience of Customer Service and Support
• Healthcare experience in similar roles an advantage but not essential
• Experience using CRM and other business software and databases
• Excellent attention to detail with an ability to remain focused on repetitive tasks
• Strong planning and organizational skills
• A proven ability to manage conflicting priorities in busy office environment
• Professional, approachable, and helpful style
• Ability to work autonomously, and be capable of independently generating, prioritizing, and handling own work
• Works well with others and supports a team working environment by helping where needed
• Flexible and willing to work additional hours when required during busy periods
• Available to travel occasionally for company meetings in US, UK, and Ireland (2-3 times annually)

Benefits

• Equal employment opportunities
• Prohibits discrimination and harassment of any type