Customer Experience Representative

3 weeks ago

IL United States Coloplast Full time
About Coloplast

Coloplast is a global leader in the development and manufacturing of medical devices, including voice and respiratory care solutions. Our mission is to improve the lives of people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox, Provox LifeTM and Tracoe.

Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. In this role, you will be responsible for supporting the overall business strategy by assisting the Direct to Customer group in the North America Region. This will involve supporting the U.S. customer call-center operations and inside sales functions to optimize customer satisfaction and enhance profitable growth throughout our customer management activities.

Key Responsibilities
  • Customer Service
    • Accurately maintain, analyze, review and organize large quantities of data and provide updates on information analysis.
    • Support distribution of Coloplast Products by communicating with customers on the telephone, via email, mail and fax.
    • Act as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
    • Responsible for taking requests by phone or web shop and accurate order entry.
    • Communicate client information necessary to schedule shipment of products.
    • Responsible for processing Web-Shop orders, as assigned.
    • Accurately maintain departmental notes to ensure accuracy: Insurance, sales, customer, orders, customer demographic and personal profile information.
    • Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
    • Communicate with Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers and client/patients for all products delivered.
  • Sales Function
    • Handling a variety of inbound and outbound customer calls.
    • Complete customer outreach and contact potential new customers referred by outside leads, doctors' orders, insurance info, web shop inquiries, etc.
    • Process existing customer sales orders according to department instructions and quality procedures.
    • Train on complete catalogue of Coloplast's medical devices to provide technical product support and problem resolution to customer inquiries and concerns.
    • Support various stakeholders in monthly appointment planning and sales related tasks for North America.
  • Requirements
    • HS Diploma or GED required.
    • 2 years of customer service experience in a healthcare, medical device or life science experience preferred.
    • PC literate. Must be familiar with Microsoft products and strong data entry skills.
    Benefits
    • Flexible work schedules with summer hours
    • Market-aligned pay
    • 401k dollar-for-dollar matching up to 6% with immediate vesting
    • Comprehensive benefit plan offers
    • Flexible Spending Account (FSA)
    • Health Savings Account (HSA) with employer contributions
    • Life Insurance, Short-term and Long-term Disability
    • Paid Paternity Leave
    • Employee Assistance Program
    • Wellness Resources
    • Training and Development
    • Tuition Reimbursement

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