Consumer Inbound Specialist

 

 

The Coloplast Inbound Specialist plays a crucial role in growth by driving a positive customer experience. As the first point of contact for individuals at Coloplast, the Inbound Specialist utilizes extensive knowledge of our products and processes along with strong problem-solving skills to address customer inquiries. The Inbound Specialist is also responsible for identifying sales opportunities and connecting customers to our product specialists accordingly.

It is expected that the Inbound Specialist at Coloplast will achieve performance metrics that include a high volume of inbound calls that maintain a level of quality and documentation all while driving an exceptional consumer experience.  

 

This is a hybrid position based in Minneapolis, in office on Tuesdays.

 

Major Areas of Accountability:

• Execute high volume of inbound calls to address consumer inquiries
• Communicate with end-users about intimate health care issues and anatomical functions in a mature and professional manner
• Maintain a high level of product knowledge, competitive product knowledge and an understanding of market dynamics that may impact our consumers
• Acquire and demonstrate all necessary subject matter expertise to provide responses to incoming consumer inquiries
• Knowledgeable regarding internal and external business areas including other manufacturers and suppliers
• 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.
• Identifying sales opportunities within the service call and partner with Consumer Sales team
• Responsible for achieving call and quality targets
• Conduct reporting as needed or requested
• 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 sales environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step-by-step direction
• Demonstrated ability to navigate difficult conversations
• 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.

 

Required Knowledge, Skills, and Abilities:

• Highly motivated and results-driven
• Excellent verbal and written communication skills
• Highly skilled in effectively utilizing the telephone as a customer relations and sales tool
• Demonstrates effective critical thinking and problem-solving skills to overcome objectives and identify opportunities to improve the customer relationship and increase sales
• 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.
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