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Bilingual Customer Support Representative

2 months ago

Oakville, Ontario, Canada Coloplast AS Full time

**Customer Service Representative**

Provide exceptional customer service, manage sales leads, and coordinate order process flow for a leading medical device company.

**Company Overview**

Atos Medical is a global leader in laryngectomy care and tracheostomy products. Our mission is to improve the lives of people living with a neck stoma through personalized care and innovative solutions.

**Job Function Summary**

This role supports the management team by providing excellent customer service, managing inbound and outbound calls, order entry, technical product support, problem resolution, and coordination of order process flow.

**Major Areas of Accountability**

• Develop and manage sales leads through the sales cycle
• Proactively contact customers to sell new products
• Contact customers with upselling opportunities
• Contact potential new customers referred by outside leads, doctors' orders, insurance information, webshop inquiries, etc.
• Solicit new customers through direct leads and cold calls
• Follow-up on all sample distributions to patients
• Respond to every voicemail, email, or internal 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 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 account management, 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
• Fluently bilingual in English and French

**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