Customer Service Associate 1

**Customer Service Associate 1 - Bilingual**
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**RIC0079**

**Description**

**Who We Are**

Paragon Vision Sciences, Inc., a Cooper Vision specialty eye care company, is a world leading manufacturer of specialty contact lenses and oxygen permeable contact lens materials. Our CRT® lens (a class three medical device) is considered the lens of choice by many eye care professionals around the world. Paragon’s office is located in Gilbert, Arizona.

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**Why Work With Us**

We are certified as a Great Place to Work® Our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We don’t quit until the job is done right Our lenses don’t just change vision, they change lives. Join a team that is passionate about improving other’s visual health and quality of life.

**Job Summary**

**Essential Functions & Accountabilities**:

- Effectively communicate with internal and external customers regarding order and delivery status; Investigate and resolve problem orders
- Partner with the Sales team to support unique customer requests
- Supports the Accounts Receivable team to assist in resolving billing disputes, credit holds, and payment issues
- Proactively communicate or escalate high-impact customer issues to leadership, Sales team, or as appropriate
- Submit and/or approve credits and adjustments within appropriate authority level
- Ensure that all customer complaints are captured and responded to appropriately, in line with regulatory guidelines
- Maintain accurate and detailed records of customer communications and transactions
- Training and mentoring of new team members
- As business needs dictate, work extended hours to complete daily department goals or tasks, to include mandatory overtime
- Other related duties and assignments as required or apparent
- CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

**Qualifications**

**Knowledge, Skills and Abilities**:

- Background in order entry/order management using an ERP system is a plus
- Familiarity with MS Dynamics ERP or similar system is a plus
- Knowledge of the eyecare industry is a plus
- 1+ year background in telephone customer service or equivalent strongly preferred
- 1+ year experience in a goal-driven and customer-focused environment strongly preferred
- Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
- Strong attention to detail
- Exceptional written and verbal communication skills
- Demonstrated analytical and problem-solving ability
- Excellent telephone presence and a high degree of professionalism
- Effective organization, planning, and time management skills
- Strong ability to multi-task
- Ability to thrive in a fast-paced environment
- Highly adaptable to change, with a tolerance for stress
- Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
- Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
- Fluency in written and spoken English
- Fluency in written and spoken Spanish or French a plus (may be required based on company need)

**Work Environment**:

- This is a full-time onsite role. Hybrid remote scheduling may be available based on business needs and ability to maintain appropriate home-office environment.
- Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
- Occasional need to lift up to 15 pounds.

**Education**:

- High school diploma or equivalent required
- Some college preferred

**Job***: Customer Service

**Primary Location***: Canada-Ontario-Richmond Hill

**Organization***: CVI Paragon

**Schedule***: Full-time

**Unposting Date***: Ongoing