BtB Services Representative

BtB Services Representative | Atos Medical-US | New Berlin, WI | Remote

Join a growing company with a strong purpose!

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 1300 skilled and engaged employees worldwide.

About Atos Medical

Atos Medical is a global leader in neck stoma care—dedicated to improving the lives of people living with laryngectomy and tracheostomy. With origins in Sweden and Germany, both our Laryngectomy and Tracheostomy brands bring decades of expertise and innovation in voice and respiratory care, offering trusted solutions such as the Provox® voice prosthesis and TRACOE tracheostomy products.

As part of the Coloplast Group, we operate in over 90 countries with a shared commitment to clinical excellence, patient support, and high-quality medical devices that help people breathe, speak, and live more comfortably.

We are seeking a Business-to-Business (BtB) Services Representative to join our team!

SUMMARY

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.

BASIC 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. 
• Prove 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

Atos Medical is a global leader headquartered in Sweden, united by a shared purpose and strong values. Guided by our superpowers—patient-centric, dedication, agile, and the belief that you never walk alone—we support and empower our users, our colleagues, and our partners every day. We believe in working together, growing together, and treating everyone we interact with—patients, coworkers, health care professionals, and partners—with respect and integrity.

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.

TOTAL REWARDS

At Atos Medical, a Coloplast company, we value and reward the contributions of our employees. Our total rewards package supports your well-being, professional growth, and work-life balance. Here's what you can expect:

Health & Wellness: 

• • 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

Financial Security: Competitive 401(k) with company match, financial planning services, and corporate discounts.

State-of-the-art facility: 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.

Work-Life Balance: Flexible work options, Generous PTO plan, 10 paid holidays, and summer hours to help you recharge.

Professional Development: Ongoing learning and career growth opportunities through training, mentorship, and tuition reimbursement.

Community & Culture: Join a Top Workplace, as recognized by USA Today and the Milwaukee Journal Sentinel. We foster a supportive environment where everyone feels valued and included. Engage in team-building, volunteer events, and our sustainability initiatives.

Atos Medical, Inc. is an Equal Opportunity 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. 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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