[Hiring] Business-to-Business Services Representative @Coloplast A/S

Role Description

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.

Job Responsibilities

• Order 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, Returns 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.

Qualifications

• 1 year of customer service and/or administrative 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.

Skills

• 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 (via phone etiquette) 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.

Benefits

• Comprehensive medical, dental, and vision coverage for you and your family.
• Access to company-sponsored wellness programs and mental health resources.
• Paid leave for qualifying events, and generous parental leave for both birthing and non-birthing parents.
• Health Savings Account (HSA) with employer contributions.
• Competitive 401(k) with company match, financial planning services, and corporate discounts.
• Hybrid and onsite employees work from our state-of-the-art facility, thoughtfully designed with sit-stand desks, large monitors, and premium onsite amenities, including a gym and golf simulator.
• Flexible work options, generous PTO plan, 10 paid holidays, and summer hours to help you recharge.
• Ongoing learning and career growth opportunities through training, mentorship, and tuition reimbursement.
• Join a Top Workplace, as recognized by USA Today and the Milwaukee Journal Sentinel.
• Engage in team-building, volunteer events, and our sustainability initiatives.