A brighter future awaits youAt CooperVision, we are proud to be a global leader in contact lenses. At our innovative sites worldwide, we manufacture and distribute contact lenses to some of the biggest names in vision correction. We’re all about creating brighter futures for our customers, our wearers and our people.The Customer Experience Specialist is the first line of contact with Iberia customers. He is responsible for the follow-up of the Customer Journey ensuring high quality support and a differentiating service. Teamwork is essential for the simplification/integration of processes and detection of areas for improvement. The Customer Experience Specialist contributed enthusiastically and collaboratively to the results of the department. This position reports directly to the Customer Experience Leader and secondly to the Customer Experience ManagerMain Activities and ResponsabilitiesProvide responses to customer requests such as product information, order statuses, shipment tracking, etc.Process customer orders in the system, under company procedures and customer requests.Management of incidents of shipments with couriers: deliveries in wrong addresses, collections, lost goods, etc.Management of documentation and products related to product returns.Monitoring of Backorders and / or products that are manufactured outside Spain, notifying customers if necessary.Actively participate in the weekly meetings of the team giving feedback and contributing ideas for the improvement of internal processes and communication with customers.Correctly manage the information received about new product launches and / or promotional campaigns to ensure correct communication to our customers and be aligned with the company's business objectives.Review orders/subscriptions in the system and provide all necessary documentation in case of internal/external audits.Work very closely with other departments of the company to ensure a high-quality service to our customers and the effective resolution of possible incidents / requests.Participate in ad hoc projects, local (Portugal/Spain) and international.Support the Leaders and the CX Manager with additional tasks required by the needs of the department / company to achieve the agreed objectives.Soft Skills:▪ Communication▪ Teamwork▪ Positive Attitude▪ EmpathyHard Skills: ▪ Office package▪ English and Portuguese knodledge will be a plus▪ Salesforce and App Management will be a plusSmart working▪ Wellness Programs▪ Working at Open Space▪ Enthusiastic and multicultural atmosphere