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Customer Service Analyst

3 months ago

Minneapolis, Minnesota, United States Coloplast AS Full time


The Interventional Urology Customer Service Analyst works with cross-functional partners to provide fact-based analysis and information to increase sales performance, productivity, and execution. This role acts as a main point of contact to process surgical sales orders, issue surgical return authorizations, answer questions on surgical products and/or services, and forward surgical sales leads to the appropriate salesperson. As a customer facing business partner working closely with Sales, Surgical Support, Accounts Receivable, and the Finance teams, this job is highly visible and impactful.

This is a challenging role that will require strong analytical aptitude, ability to synthesize large volumes of information and translate it into easy-to-understand format, stakeholder and project management skills, flexibility, and natural curiosity to understand how to continuously drive value through improvements and new opportunities.



Major Areas of Accountability

  • Surgical Support
    • Supports the salesforce for multiple assigned geographical regions
    • Answers inbound phone calls, emails, or faxes from surgical customers
    • Process sales orders and direct delivery receipts (DDR)
    • Issues return authorizations
    • Answers questions related to products and/or services
    • Research orders and other actions to troubleshoot and resolve problems
    • Forward customer leads to the appropriate Territory Manager/Regional Sales Director
    • Outbound collection calls for Purchase Orders
    • Coordinates the retrieval of loaners from internal and external customers
    • Coordinates and processes consignment inventory audits and home consignment inventory audits.
    • Tracks and file consignment agreements
    • Promotes and ensures customer satisfaction through value-added services as well as prompt identification and resolution of complaints, problems, and/or issues
  • Analyst
    • Cross-functional work with Sales, Surgical Support, Accounts Receivable, Contracts, Finance, and Commercial Excellence, to provide information and analysis to accomplish sales and finance operational goals
    • Assist the growth and development of Electronic Data Interchange (EDI) initiatives, driving efficiencies within the organization through automation
    • Build advanced analytical reports within Excel and Power BI using data retrieved from multiple data sources and reporting tools
    • Provide recommendations to improve business performance and efficiency
    • Strong partnership with Accounts Receivable, monitoring credit limits and acting on concerning accounts
    • Strategizing and assisting with the collection of key account balances
    • Compile monthly, quarterly, and annual Key Performance Indicators for management
    • Develop, improve, and execute standardized and ad hoc reporting to meet changing needs of the organization
    • Serves on special projects for large account implementations, product launches, etc.
    • Support Commercial Excellence initiatives and CRM development as needed
    • Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
    • Other duties as assigned


Basic Qualifications

  • Bachelor's degree in business or relevant area is required
  • 1+ years of experience in a business focused role
  • Experience with business analytics or similar function is preferred
  • Experience in a customer service or call center role is preferred
  • Strong proficiency in Microsoft Excel (formulas, pivot tables, macros, etc.) and Power BI
  • Proficiency and accuracy in relational database reporting, data analysis & financial/sales presentations
  • Ability to be analytical, creative, identify and develop new processes and tools
  • Able to work well in cross-functional teams, independent yet a team player
  • Ability to build positive business relationships with internal and external customers
  • Excellent written and verbal communication skills in English
  • Strong business acumen and analytical skills

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world ́s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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