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Customer Support Representative
3 months ago
Company Overview
Do you want to make a difference for people breathing, speaking and living with a neck stoma? At Atos Medical our people are the strength and key to our on-going success. We create the best customer experience and thereby successful business through our 1200 skilled and engaged employees worldwide.
Job Function Summary
This position supports Atos Management by providing excellent customer service while managing inbound and outbound calls, order entry, technical product support, problem resolution, and coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.
This position is eligible for a remote work arrangement if the candidate resides in Quebec. For candidates residing in the Greater Toronto Area the work arrangement will be hybrid, with an expectation of __ in office days per week.
Major Areas of Accountability
- Develop and manage sales leads through sales cycle.
- Proactively contact all customers to sell customer new products.
- Contact customers with upselling opportunities.
- Contact potential new customers referred by outside leads, doctors’ orders, insurance info, webshop inquires, etc.
- Solicit new customers through direct leads and cold calls and Follow-up on all sample distributions to patients.
- Respond to every voicemail, email, or in Contact new customers after first order.
- ternal customer within four hours.
- Increase product sales through customer follow-up.
- Work with outside sales reps on DTC (B2C) activities.
- Process existing customer sales orders according to department instructions and quality procedures.
- Maintain departmental standards for one call resolutions and minimal calls to voicemail.
- Develop and implement Direct to Consumer (DTC) Marketing plans.
- Work with Territory Sales Managers to plan and organize patient meetings and courses.
- Act as a backup to team members when they are out of the office.
- Perform all other duties assigned, with a positive attitude, while keeping priority in order in mind.
Additional Duties
- Support distribution of Atos Products by communicating effectively with customers on the telephone, via email, mail and fax.
- Provide 1 business day turn-around for all material requests (from both customers and sales reps.) and timely computer entry of customer orders.
- Process sales orders according to department instructions and quality procedures.
- Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up.
- Cross train co-workers in all procedures and processes.
- Maintain department records according to department guidelines.
- Work closely with the Logistics and Accounting Departments to ensure timely and accurate deliveries, with customer satisfaction the primary goal.
Basic Qualifications
- High school diploma or general equivalency diploma (GED).
- 2 years of sales experience, including accountment, cold calling and lead generation.
- Exceptional customer focus and ability to work under pressure; ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.
- Bilingual in French and English
Preferred Qualifications
- Advanced degree in a related field
- 2 or more years of background in inside sales or customer service.
- Demonstrated proficiency in phone skills (professional attitude, clear intelligible communication), cross-trained in key areas identified by department manager, ability to work independently and set priorities.
- Possess effective interpersonal and communication skills.
- Medical Device /clinical experience preferred.
- Licenses/Certifications: PC literate, knowledge of Microsoft Office Programs highly preferred.
Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox®, Provox Life™ and Tracoe.
We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.
Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.
Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S
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