Customer Experience Representative (Hybrid)

Customer Experience Representative | Atos Medical-US | New Berlin, WI

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 1200 skilled and engaged employees worldwide.

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.

Summary

The mission of the Customer Experience Representative function is to support the overall business strategy for Atos Medical by assisting the Direct to Customer group in the North America Region. This role will support the U.S. customer call-center operations and inside sales functions to optimize customer satisfaction and enhance profitable growth throughout our customer management activities. This will be achieved by assisting with activities related to client retention and revenue generation through the sales cycle.
 

Essential Functions

Customer Service

• Accurately maintain, analyze, review and organize large quantities of data and provide updates on information analysis.
• Support distribution of Atos Medical Products by communicating with customers on the telephone, via email, mail and fax.
• Act as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
• Responsible for taking requests by phone or web shop and accurate order entry.
• Communicate client information necessary to schedule shipment of products.
• Responsible for processing Web-Shop orders, as assigned.
• Accurately maintain departmental notes to ensure accuracy: Insurance, sales, customer, orders, customer demographic and personal profile information.
• Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
• Communicate with Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers and client/patients for all products delivered.

Sales function

• Handling a variety of inbound and outbound customer calls.
• Complete customer outreach and contact potential new customers referred by outside leads, doctors’ orders, insurance info, web shop inquiries, etc.
• Process existing customer sales orders according to department instructions and quality procedures.
• Train on complete catalogue of Atos Medical’s medical devices to provide technical product support and problem resolution to customer inquiries and concerns.
• Support various stakeholders in monthly appointment planning and sales related tasks for North America.
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Requirements:

• HS Diploma or GED required.
• 2 years of customer service experience in a healthcare, medical device or life science experience preferred.
• PC literate. Must be familiar with Microsoft products and strong data entry skills.

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. Our Affirmative Action Plan is available upon request.  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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