Consumer Care Specialist (Peristeen Product Line)

Job Code: 797
Location: US-MN, Minneapolis (Headquarters)
City, State: Minneapolis, MN
Department: Consumer Care
Job Function: Patient / Clinician Support & Inside Sales

Description

The Coloplast Consumer Care Specialist (Peristeen Product Line) is a customer communications conduit between our end user customers, our suppliers and our healthcare professionals. This position is a support role designed to advise, educate and be a resource to both new and current product users with the Peristeen® Anal Irrigation System. The Consumer Care Specialist role works closely with healthcare professionals and offers follow up support and education to patients identified for Peristeen. Initial support is critical to new users followed by maintenance support. The Consumer Care Specialist will provide outstanding customer service, build relationships, resolve issues and increase the overall trust and satisfaction with our products and services through the execution of outbound and inbound phone campaigns, and also responsible for maintaining key metrics and detailed tracking of individual customer activity.

Major area of Accountability:

  • Support  high volume incoming customer inquiries regarding  our products and services
  • Execute high volume of outbound calls to identified end users with the objective of support and education on use of the Peristeen product
  • Collaboratively work with healthcare professionals, distributors and end-users and to be a resource on the Peristeen system and our services
  • Thoroughly and efficiently gather customer information, assess and problem solve customer needs regarding our products and services
  • Listen and resolve customer issues accurately and efficiently including customer complaints, technical support issues regarding our products or services
  • Partner with Coloplast employees in the field to strengthen customer relations
  • Responsible for call and e-mail disposition and compiling and generating reports as required
  • Communicate to our customers 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 the market dynamics that may impact the Peristeen business
  • Acquire and demonstrate all necessary subject matter expertise to provide responses regarding application and problem solving to the end user
  • Accurately and thoroughly document each end-user profile and interaction in Coloplast CRM systems according to standard department procedures. Responsible for data quality and data entry, including self-auditing
  •  Confirm with Coloplast Q/EHS Policy

Essential Qualifications:

  • Associate or Bachelor’s degree (preferably in health sciences or communications)
  • 2+ years of experience customer service required- preferably in the field of urology or rehabilitation
  • 1+ years experience providing technical support for products or  services
  • Strong detailed orientation and excellent verbal and written communication skills
  • A supportive listener who can support/advise the end user with suggestions on troubleshooting, product information or medical information pertaining to our Peristeen system
  • Must be able to explain medical processes, procedures and technical information in a clear concise, step by step process
  • Ability to handle a wide variety of product support issues
  • Ability to pass all skill assessments including experience with excel, outlook and CRM systems
  • Demonstrated passion for excellence with respect to treating and caring for customers
  • Ability to clearly identify customer needs and clearly articulate product  and service offerings
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Ability to pass a background check
  • Must be a team player

Preferred Qualifications:

  • Registered Nurse (RN) or Licensed Practice Nurse (LPN)
  • Experience working in the field of urology or rehabilitation

 

Why Coloplast?

Coloplast develops products and services that make life easier for people with very personal and private medical conditions. Working closely with the people who use our products, we create solutions that are sensitive to their special needs. We call this intimate healthcare.

We are guided by three values:

  • Closeness:  we work closely with our customers to find solutions that meet their specific needs
  • Passion:  we work passionately to create new and innovative products that improve the quality of life for our customers
  • Respect and responsibility:  we have deep respect for the private nature of the condition our customers face.  Therefore, it’s our responsibility to find not only medical solutions, but also way s to minimize the trauma and taboo associated with these conditions

Our business includes ostomy carecontinence care, urology care and wound and skin care. We operate globally, employing more than 7,000 people in 40 countries worldwide.  The company is listed at the NASDAQ OMX stock exchange.

For more information about Coloplast, please visit www.us.coloplast.com.  

 

Coloplast is an equal opportunity employer. EEO/AA

 

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