Customer Support Representative

7 months ago

Quebec City, Canada Coloplast Full time

**Location**:
Quebec City, Quebec, CA Toronto, ON, CA

**Job Family**: Sales

**Country/Region**: Canada

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, and problem resolution. Responsibilities also include coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.

Major Areas of Accountability

Develop and manage sales leads through sales cycle.
Proactively contact all customers to promote new products.
Contact portential 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.
Contact customers with new product information and opportunities.
Increase product sales through customer follow-up.
Work with outside sales reps on Direct to Customer (DTC) and Business to Business (B2B) activities.
Process existing customer sales orders according to department instructions and quality procedures.
Develop and implement 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 order in mind.

Additional Duties

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 being 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 (written and spoken) 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.

Aperçu de l’entreprise

Vous voulez faciliter la vie des gens qui respirent, parlent et vivent avec un trachéostome ? À Atos Medical, les membres de notre personnel font notre force et jouent un rôle clé dans notre succès continu. Nous créons la meilleure expérience client et, par conséquent, favorisons la prospérité de notre entreprise grâce à nos 1 200 employés et employées qualifiés et engagés à l’échelle mondiale.

Résumé des fonctions du poste

La personne qui occupe ce poste soutient la direction d’Atos en offrant un excellent service à la clientèle tout en gérant les appels entrants et sortants, l’entrée des commandes, le soutien technique des produits et la résolution de problèmes. Les responsabilités comprennent également la coordination du déroulement du processus de commande, la tenue des dossiers de la clientèle et l’exécution de tâches générales conformément aux procédures du service et aux procédures de qualité.

Principaux secteurs de responsabilité

Générer des pistes de clients et assurer leur gestion au cours du cycle de vente
Communiquer proactivement avec tous les clients pour faire la promotion des nouveaux produits
Communiquer avec les clients pour leur faire part de renseignements sur les nouveaux produits et les nouvelles possibilités
Contacter les nouveaux clients potentiels lorsqu’une piste est reçue d’une source extérieure (ordonnance d’un médecin, renseignements sur l’assurance, magasinage en ligne, etc.)
Solliciter de nouveaux clients (pistes directes et sollicitation à froid), et faire le suivi après la di

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