E-Commerce Specialist

Job Function Summary:

The Coloplast E-Commerce Specialist plays a crucial role in growth by driving a positive customer experience for purchasing Coloplast products online. As the first point of contact for individuals at Coloplast and for those inquiring about the online store, the E-Commerce Specialist utilizes extensive knowledge of website and processes along with strong problem-solving skills to address customer inquiries. The E-commerce Specialist is also responsible for identifying efficiencies and improvement needs within our internal website. This individual will be a key contributor in assessing our current processes, handing escalations, maintaining open communication and a positive relationship with our supplying company, while driving further success of the E-commerce program.

The E-Commerce Specialist will achieve performance metrics that maintain a high level of quality and documentation while driving an exceptional consumer experience. This role will also be responsible for cultivating an environment of open communication with various levels of internal stakeholders.

Major Areas of Accountability:

• Respond to customers inbound inquiries through inbound phone calls, emails, and chat functions.
• Communicate with end-users about intimate health care concerns and anatomical functions in a mature and professional manner.
• Maintain a high level of technical knowledge within the internal systems to best assist each customer.
• Acquire and demonstrate all necessary subject matter expertise to provide responses to incoming consumer inquiries.
• Accurately and thoroughly document each end-user profile and interaction in Coloplast CRM systems according to standard department procedures.  Responsible for data quality, including self-auditing.
• Provide technical assistance to troubleshoot any questions or concerns the consumer comes across.
• Handle escalated situations around shipping, payment, returns, etc.
• Responsible for identifying and voicing needs and improvement opportunities around the online store.
• Responsible for Supplier relationship management.
• Provide outreach to customers via email and phone for troubleshooting and proactively identifying potential concerns.
• Ability to identify the correct resources to communicate across multiple levels of internal stakeholders.
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
• Other duties as assigned.

Essential Qualifications:

• Associates or Bachelor’s degree and / or a combination of at least 2 – 4 years of healthcare customer service/sales experience
• Experience in a call center environment preferred
• Ability to give technical assistance to customers
• Demonstrated ability to navigate difficult conversations

Required Knowledge, Skills, and Abilities:

• Highly motivated and high attention to detail
• Excellent verbal and written communication skills
• Highly skilled in effectively utilizing the telephone as a customer relations tool
• Demonstrates effective critical thinking and problem-solving skills to overcome objectives and identify opportunities to improve the customer relationship and increase sales
• Able to work with a wide variety of customers and internal stakeholders
• Must show patience, empathy, and maturity toward others
• Structured and organized approach with attention to detail and proper documentation of all work
• Able to work well independently with little guidance, and in cross-functional teams
• Intermediate computer skills in MS Excel, PowerPoint, and Word
• Healthcare industry experience preferred