What are the responsibilities and job description for the BtB Services Representative - Tracheostomy position at Coloplast?

BtB Services Representative - Tracheostomy

Location : United States

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Job Family : Consumer

Business to Business (BtB) Services Representative | Atos Medical | New Berlin, WI | Hybrid work schedule

Join us and give people a voice!

About Atos Medical

Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture, and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That's why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.

This BtB Services Representative will enter medical device product orders into our system to support the medical facilities such as hospitals, home health care, and Veterans administration facilities in the U.S. region. This person will provide excellent customer service while working closely with key stakeholders such as territory sales team members, medical facilities staff, and our internal teams to accurately collect order data and enter product orders for processing.

ESSENTIAL FUNCTIONSOrder Entry :

Obtain facility client demographic data such as billing information, product numbers, and specifications of items to be purchased, and enter this information on purchase order forms.
Prepare purchase orders and enter data in the system for facility order requests received via phone, fax or email.
Ensure the orders are processed accurately in accordance to company guidelines.
Provide facility customers with follow-up on order process flow including shipment tracking information and expected delivery date, and potential delays.
Assist with streamlining order entry processes and review for completeness according to reporting procedures and forward incomplete orders for further processing.
Prepare purchase orders and send copies to suppliers and to departments originating requests.

Returns :

Determine correct resolution to client complaints, take corrective action and monitor results.

Process return requests or exchanges for medical devices according to company policy.

Work with clients and internal departments to process refunds and credits.

Customer Service Call Center :

Support Atos Medical Management by providing excellent customer service while managing inbound and outbound calls.

Assist callers with technical product support, problem resolution, coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.

Support distribution of Atos Medical Products by communicating with customers on the telephone, via email, mail and fax.

Respond to every voicemail, email, or internal customer within four hours.

Provide 1 business day turn-around for all material requests (from both customers and sales reps).

Process existing customer sales orders according to department instructions and quality procedures.

Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up.

Continuously resell the value of Atos's products to all customers.

Maintain departmental standards for one call resolutions and minimal calls to voicemail.

Represent the Company in a professional and courteous manner in all interactions with clients / patients.

Responsible for processing Web-Shop orders, as assigned.

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.

Participate in Company's Performance Management program.

Participate in Company committees when requested.

Perform all other assigned responsibilities with a positive attitude, ensuring that priorities are consistently maintained.

Actively participate in any / all departmental training meetings.

Departmental Management : Including Meetings, Training, & Process Improvement

Personally trial any and all new initiatives with customers prior to launching scripts and systems within the department.

Identify areas of improvement, create new processes and implement with departmental feedback.

Foster a collaborative environment between the Territory Sales Managers and Logistics Team.

Assist in cross-training peers with specific tasks so there is redundancy and support for increased workload periods or cover peers on PTO.

Assist in managing individual performance and team performance through a series of standardized points of contact with each team member including but not limited to : weekly one on one meetings, mid-week pacing, listening to and providing feedback on phone calls, morning meetings, weekly team trainings, consistent recognition and creating and implementing contests.

Basic Qualifications :

1 year of customer service experience.

HS Diploma or GED.

Preferred Qualifications :

Associates Degree in related field.

2 years of background in customer service and administrative role.

Experience in Healthcare or medical device industry preferred.

Competencies :

Accurate and efficient data entry skills with a focus on maintaining data integrity.

Ability to recognize prospects, present products and close sales.

Excellent communication skills, both verbal and written, ensuring clear, effective, and professional interactions.

Ability to work in a team environment a must.

Proven ability in managing multiple tasks, prioritizing effectively, and paying attention to detail.

Ability to demonstrate PC and keyboarding skills that include word processing, efficient use of internet and email, and Microsoft Office.

Ability to demonstrate critical thinking and effective troubleshooting skills.

Strong conflict resolution skills.

We offer :

You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Atos Medical, a Coloplast Company, is a global leader with Swedish headquarters and more than 20 subsidiaries worldwide. We are committed to living our values : we listen - we inspire - we focus - we engage every day. No matter whom we interact with - users, colleagues, health care professionals, business partners - respect and integrity are at the core of everything we do.

Additional benefits :

Flexible work schedules with summer hours.

Market-aligned pay.

401k dollar-for-dollar matching up to 6% with immediate vesting.

Comprehensive benefit plan offers.

Flexible Spending Account (FSA).

Health Savings Account (HSA) with employer contributions.

Life Insurance, Short-term and Long-term Disability.

Paid Paternity Leave.

Employee Assistance Program.

Wellness Resources.

Training and Development.

Tuition Reimbursement.

Atos Medical, Inc. is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Equal Opportunity Employer Veterans / Disabled. To request reasonable accommodation to participate in the job application, please contact 800-217-0025.

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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