Account Executive - SMB

CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to womens healthcare providers, including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by womens health care clinicians. More information can be found at www.coopersurgical.com .

In this position you coordinate the planning of inbound shipments and execute / support on outbound shipments including arranging transportation within the given framework. In this position you have intensive contact with stakeholders inside and outside the organization. One of the crucial parts of the role is to keep internal stakeholders up to date on status of shipments, this by answering questions by e-mail and / or telephone. Keep the customer happy and follow through is one of your drivers and making sure customers get the best experience they can have should be one of your motivations.

• Effective communication skills, both written and verbal in Dutch and English
• Proficient in Microsoft Office Suite, PowerBI and other office management software
• Proactive and solution based focused, attention to details and working in a structured manner
• Ability to build interdepartmental relationships
• Confident to prepare and give presentations
• Knowledge of warehouse processes and systems
• Basic understanding of customs regulations is a pro
• Becoming part of the ERT / First aid team is a pro
Basic understanding of ADR in storage and shipping is a pro

Experience:

• Working at customer service within a logistics environment is highly recommended
• Proficient using and training Microsoft office suite, ERP, and other automation software and programs
• Healthcare, medical device or other manufacturing in a regulated environment experience preferred

In the role as Logistics Support, you will be handling shipments through the logistic and shipping chain, ensure the delivery process is on time, communicate with external courier companies and customers, while updating internal stakeholders. You will assist in solving irregularities in the shipping process and detect potential risks. There will be several different administrative tasks in the role, hence we need a person that can multitask and at the same time be accurate and detailed. You will be working closely together with internal stakeholders, supporting them, and assisting in various ad hoc projects. You will be successful in the role by ensuring high customer satisfaction and administration of ongoing projects.

• Serve as the interface to the DC team with key partners such as Customer Service, Planning, Quality and Operations for key functional communications.
  • Key Functional Communications include but are not limited to:
    • Customer Service inquiring on Sales Orders / Warehouse Shipments or Transport Orders
    • Managing responses to internal and external stakeholders, including customers
    • Daily inbound and outbound planning and make corrections / changes if required
    • Follow up with carriers on status of shipments, start tracers and / or initiate claims
    • Identify shipment delays and keep Customer Service up to date on latest status
    • Organize pick ups and deliveries to our labs, which requires communication with customer service, carrier and the laboratory
    • Regular meetings, presenting results to the business and document / discuss any improvements required to support the customer needs and requirements
    All relevant email boxes are monitored and answered withing the expected timelines

• Sharing KPI, Data and performances with internal stakeholders in order to drive improvements and increase customer experience. These include but are not limited to:
  • Shipments per customer, per mode and service
  • Customer feedback including non-product related complaints, supporting the customer experience
  • On time performance per carrier, per country, per customer by mode and service
  • On time collection of samples at clinics, including on time deliveries at our laboratories, while gathering carrier shipping performance
  Driving / supporting report changes in order to support the customer / internal needs

• Organize transportation from and towards our customers, including maintaining the inbound dock planning.
  • Follow SOP/WI to arrange transportation, including arranging pick ups / returns from customers
  • Organize customs documents and support any physical audit from customs
  • Highlight any deviations and support in getting these resolved without customer impact
  • Complete shipping documentation as per requirements and follow ADR requirements
  • Archive all inbound shipping information / documents as per internal standard