Consumer Care Advisor (Bilingual)

Coloplast has an exciting opportunity for someone to join our Canadian Consumer Care Advisor team.

This position is responsible for generating sales of Coloplast products through consumer sampling and telephone follow-up. In addition, this position provides superior level medical customer service, troubleshooting, and coaching to end-users that promote and enables the group to follow the referral path and meet metrics of the Coloplast strategy. The Coloplast Consumer Care Advisor is primarily responsible for the retention/conversion of new end-users and generating sales of Coloplast products through consumer sampling and telephone follow-up, troubleshooting product issues to gain acceptance and promoting the purchase of Coloplast products through the distribution network. The Advisor is the main internal point of contact for clinicians and is responsible for establishing and maintaining the relationship while promoting Coloplast clinical preference.

Major Areas of Accountability

• Respond to clinician and consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics.
• Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to clinicians and end-users
• Accurately and thoroughly document each new end-user conversion/retention profile in Coloplast systems according to standard department procedures. Responsible for data quality, including self audit of work
• Communicate with end-users and clinicians about intimate health care issues and anatomical functions in a mature and Advisor manner
• Utilize available resources to stay current with industry developments and competitor's products, services and business activities
• Complete monthly inbound and outbound call activity goals and conversion/retention targets
• Other duties as assigned

Basic Qualifications

• College/University degree and/or a combination of at least 2 - 4 years customer service. Experience in healthcare customer service is preferred.
• Bilingual in French
• Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
• Utilize sales techniques to gain end-user acceptance during indirect sales process
• Ability to maintain and grow business in established territories through relationship development, mainly via telephone
• 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.