Surgical Support Representative

The Surgical Support Representative is the primary point of contact to process surgical sales orders, issue surgical return authorizations, answer questions on surgical products and/or services, and forward surgical sales leads to the appropriate salesperson. In addition, this position provides world-class customer service to our internal and external customers.

Major Areas of Accountability

• Creation of reporting within Excel and Power BI
• Supports the salesforce for multiple assigned geographical regions
• Answers inbound phone calls, emails, or faxes from surgical customers
• Process sales orders and direct delivery receipts (DDR)
• Issues return authorizations
• Investigation and guidance on physical returns sent to the Surgical Support Department by the Distribution Center
• Answers questions related to products and/or services
• Research orders and other actions to troubleshoot and resolve problems
• Forward customer leads to the appropriate Territory Manager/Regional Sales Director
• Outbound collection calls for Purchase Orders
• Coordinates the retrieval of loaners from internal and external customers
• Coordinates and processes consignment inventory audits and home consignment inventory audits.
• Assists internal partners and accounts with consignment agreements
• Promotes and ensures customer satisfaction through value-added services as well as prompt identification and resolution of complaints, problems, and/or issues
• Ability to work independently and with a team
• Builds credibility and trust with internal and external customers and business unit leaders
• Files orders, DDRs, emails, and faxes
• Responsible for data quality, including self-audit of work
• 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

Basic Qualifications

• Associates degree (A.A.) required and/or Bachelor’s degree (B.A.) preferred; or 3+ years call center/customers service experience; or equivalent combination of education and experience
• Ability to read and write instructions, short correspondence, and memos
• Intermediate knowledge of MS Word, Outlook, and PowerPoint
• Advanced/intermediate knowledge of MS Excel and Power BI
• Preferred experience with JDE and CRM

Knowledge, Skills, & Abilities

• Power BI and Excel proficiency
• Excellent verbal and written communication as well as interpersonal skills, with an ability to influence others
• Highly structured approach with high attention to detail and proper documentation of all work
• Regularly utilize critical thinking and problem-solving skills
• Must be patient, empathetic and passionate about identifying the correct solution and improving the end-user's quality of life
• Self-driven, goal-oriented
• Able to work well in cross-functional teams, independent yet a team player
• Maintain a professional demeanor with the internal and external customers
• Desire to deliver strong service results and working within a team environment are critical components of the position
• Capability to use Coloplast systems and information processes to answer, log, and follow up all inquiries and caller issues in accordance with established department procedures
•  May utilize CRM system as an adjunct tool for field/customer communication

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

•              Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.

•              Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.

•              Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.

•              Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.

•              Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.

•              Community and Culture: A supportive and inclusive work environment where everyone feels valued, and diversity is celebrated. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Employee Resource Groups that support Women, Minorities, Veterans and LGBTQ+ Community. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.

•              Competitive Compensation: The starting hourly rate for this position is $24/hr. Hired candidates may be eligible to receive additional compensation for applicable experience and may also be eligible for bonuses and/or incentives.  Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

Join us at Coloplast and be part of a team that values your hard work, supports your growth, and celebrates your success. Together, we can achieve great things!