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Bilingual Customer Support Representative

2 months ago

Oakville, Ontario, Canada Coloplast AS Full time

About Us

Coloplast A/S is a global leader in medical devices and healthcare solutions. Our company is passionate about improving the lives of people living with a neck stoma.

Job Function Summary

This position supports our management team by providing exceptional 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.

Key Responsibilities

  • Develop and manage sales leads through the sales cycle.
  • Proactively contact all 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 and 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 order in mind.

Additional Duties

  • Support distribution of Atos Medical 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 as the primary goal.

Requirements

  • 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.