Inside Sales

5 months ago


SaintLaurent, Canada I-MED Pharma Inc. Full time

**Who we are**:
From competitive salaries and benefit packages, to education reimbursements, wellness allowances, and a hybrid working model, we offer employees benefits that improve their personal lives as well as their careers.

With 34 years innovating in the field of dry eye disease, we are an established leader in the industry known for our high level of excellence in all that we do.

**Summary**:
The Inside Sales / Customer Service Representative is responsible for helping customers with their inquiries and issues and ensuring their satisfaction with the product or service they have purchased.

**Job Duties**:

- Logging all customer communications in CRM.
- Responding to customer service calls in a courteous and professional manner.
- Processing customer orders and returns, ensuring proper shipment and receipt of credits and products, and tracking follow-ups.
- Handling inbound, unsolicited prospect calls and converting them into sales through upselling and cross-selling.
- Ensuring follow-up by passing leads to Dry Eye Consultants with specific actions, dates, complete profile information, and sources.
- Investigating and troubleshooting customer service issues.
- Contacting customers prior to billing if there are any backorders.
- Providing technical support for the online purchasing website, including guidance on product usage, squeezing a drop out, and navigating the website.
- Assisting customers with standard account-related requests.
- Offering information about Company products and services.
- Updating CRM/SAGE as needed, including confirming contact information with each customer call (new and existing).
- Conducting customer satisfaction call-backs/surveys when necessary.
- Serving as the contact person for credit card updates (expired/declined).
- Resolving customer complaints in collaboration with QA to ensure customer satisfaction and timely resolution. Completing customer complaint forms as required by regulatory guidelines.
- Managing the warranty process for Medical devices, including logging device complaints that require servicing/testing and handling device shipping.
- Recording testimonials and sharing them with the marketing team.
- Managing and developing C accounts.
- Performing other duties as required.

**Requirements**:

- College diploma
- Bilingual (French & English)
- Self-motivated, organized and initiative.
- Superior people and communication skills including: active listening, negotiation, conflict resolution, service orientation, persuasion, delegating, coordination, speaking and written communication.
- Basic sales skills including: sales process and cycle management, relationship building, closing.

**Représentant des ventes internes et du service client**:
Nous offrons aux employés des avantages sociaux qui améliorent leur vie personnelle ainsi que leur carrière incluant salaire compétitif, de remboursements d’études, d’allocations de bien-être ou d’un modèle de travail hybride
Avec 34 ans d’innovation dans le domaine de la sécheresse oculaire, nous sommes un chef de file établi dans l’industrie reconnu pour notre haut niveau d’excellence dans tout ce que nous faisons.

**Résumé**:
Le représentant des ventes internes et du service client est responsable d'aider les clients avec leurs demandes et problèmes, et de s'assurer de leur satisfaction concernant le produit ou le service qu'ils ont acheté.

**Fonctions du poste**:

- Enregistrer toutes les communications avec les clients dans le CRM. - Répondre aux appels de service client de manière courtoise et professionnelle.
- Traiter les commandes et les retours des clients (en veillant à ce que les crédits et les produits soient expédiés/reçus) et suivre leur suivi.
- Gérer les appels entrants de prospects non sollicités et les convertir en ventes grâce à des ventes incitatives et des ventes croisées.
- Assurer le suivi en transmettant les pistes aux consultants en ophtalmologie avec des actions à entreprendre, des dates, des informations de profil complètes, des sources, etc. - Enquêter et résoudre les problèmes de service client.
- Contacter le client avant la facturation en cas de commandes en attente. - Fournir un support technique pour le site web d'achat en ligne (comment utiliser les produits, comment faire sortir une goutte, comment naviguer sur le site web, etc.).
- Aider les clients avec les demandes courantes liées aux comptes.
- Fournir des informations sur les produits et services de l'entreprise.
- Mettre à jour le CRM/SAGE si nécessaire, y compris en confirmant les coordonnées de chaque client lors de chaque appel (nouveaux et existants).
- Effectuer des rappels d'appels/sondages de satisfaction client, si nécessaire.
- Être le contact pour les mises à jour de cartes de crédit (expiration/refus).
- Résoudre les plaintes des clients : lorsque qu'un client a un problème avec un produit ou un service, le représentant du service client travaillera avec



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