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 p