21 days old

Sales Support Representative

Rochester, NY 14614
  • Job Code

CooperVision, a unit of The Cooper Companies, Inc. (NYSE: COO), is one of the worlds leading manufacturers of soft contact lenses and related products and services. The Company produces a full array of monthly, two-week and 1-day lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism and presbyopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.

JOB TITLE: Sales Support Representative

DEPARTMENT: Sales Support


Provide administrative support for the sales team, including placement of product, fit set, literature and promotional orders. Assists with inquiries, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed expectations. Responsible for providing optimal quality customer experience in communications with internal and external customers. Supports concepts, goals and objectives of the department.


  • Provides First Call Resolution whenever possible by promptly answering Sales or Customers inquires. Identifies and uses appropriate decision making when advising internal and external Customers and resolving issues by utilizing knowledge of policies and procedures.
  • Responds to all inquiries in a timely and accurate manner related to the processing of orders for literature, rebates, bank, bulks, fit sets and complimentary requests. Provides support for promotional programs, complimentary budget tracking and updates.

  • Responsible for returning house account or open territory phone and email inquiries within 24 hours.

  • Responsibilities with house accounts include informing them field sales representation is not available, handling their requests for trials and/or fit sets, among others.

  • Serve as a liaison between sales rep and other departments; Information Technology, Marketing, Credit, Distribution, International, Product Service, Consumer Care, Returns, and Consultation

  • Identifies service errors and reports/resolves appropriately.

  • Assist marketing team with new product launches by placing orders for programs (banks, bulks), fit sets, promotional literature, tracking fit placement and shipment confirmation.

  • Must maintain knowledge of all marketing promotions, special orders, products, prices, accessories and literature, shipment and availability of product, policies and procedures. Adhere to SalesForce.com order placement process and service level agreement.

  • As per request of Sales Support Manager, join regional sales conference calls and communicate information appropriately.

  • Assist sales team with applications used daily by providing guidance and education on usage of necessary applications such as, SFDC, Ontrac, Einstein, and First Contact.

  • Assist sales team in coordinating and planning regional/PAC dinner event meetings.

  • As business needs dictate, works extended hours to complete daily department goals or tasks. This may be mandatory OT or voluntary OT as per needs of the business.

  • Returns customer calls as a courtesy for sales rep. Outbound calls to support business initiatives, surveys and/or campaigns as needed.

  • Provide feedback on updates to assist other departments; Marketing, Sales Ops, Sales Admin, Returns Goods, Credit. Find trends on training or products and report appropriately.

  • Coordinate with Regional Sales Manager to appropriately distribute monthly fit set and trial lens allocations.

  • Prepare and process co-op reimbursement requests from sales representatives.

  • As business needs dictate adapts to the immediate need of responding to overflow Customer Service calls. Adheres to the call criteria and the Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision Brand.

  • Execute outbound calling strategy based on direction of appropriate Regional Sales Manager or in alignment with our corporate house account strategy.

  • Partner with accounts by articulating CVI Advantage and rebate programs to help Corporate House Accounts and Open Territory Accounts achieve their practice financial goals

  • Acts as an ambassador for CooperVision, supporting Company Mission, Purpose, Promise and Values.

  • Other projects or initiatives as per needs of the business.



  • Excellent organizational skills with the ability to work independently, prioritize and work in a fast paced, constantly changing environment with the ability to multitask.
  • Excellent communication skills; verbal, written and active listening.

  • Excellent interpersonal skills both with internal and external customers.

  • Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.

  • Strong business acumen and ability to learn new programs, products and processes when implemented.

  • Demonstrated ability to collaborate and maintain positive working relationships with internal and external customers and departments.

  • Ability to understand, apply and explain company policies and procedures, and promotions. Ability to read and understand technical material such as Standard Operating Procedures (SOPs), Product Parameters and Specifications.

  • Ability to problem-solve and analyze situations, investigate problems, and determine and recommend solutions.

  • Intermediate skill in the use of Excel, Word, Outlook and PowerPoint. Advanced keyboarding skills.

  • Works with multiple computer applications; working with the latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.

  • Able to work effectively in a team environment. Team player willing to assist coworkers when needed.


  • Prolonged sitting in front of a computer for 6-8 hours a day

  • Professional office environment in line with corporate office standards.

  • On rare occasion may be required to travel domestically.

  • Will multi task with phone calls and data entry for 6-8 hours a day.


  • High school diploma or equivalent required.
  • College degree preferred.


  • 1-3 years in a call center environment required.
  • CooperVision Customer Service experience desired.

  • Previous experience in a role supporting sales and experience with Salesforce.com a plus.

Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
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Sponsored by:
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Sales Support Representative

Rochester, NY 14614

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