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Job Details

« Back to Search Customer Support Representative
New Berlin, WI

Salary: $19.00 / hr
Date Posted: December 28, 2017
Job Type: Direct Hire
Job ID: 289221

Job Description

Support Management by providing excellent customer service while managing inbound and outbound calls, order entry, technical product support, problem resolution, and coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.

ESSENTIAL FUNCTIONS

 

  • Develop and manage sales leads through sales cycle
  • Develop and implement Direct to Consumer (DTC) Marketing plans
  • Work with TSM’s to plan and organize patient meetings and courses.
  • Contact potential new customers referred by outside leads, doctors’ orders, insurance info, webshop inquires, etc.
  • Proactively contact all customers that have not placed an order in the last month to sell customer new products
  • Contact customers with upselling opportunities
  • Contact new customers after first order
  • Work with outside sales reps on DTC activities.
  • Increase HME sales through customer follow-up.
  • Follow-up on all sample distributions to patients
  • Solicit new customers through direct leads and cold calls.
  • Respond to every voicemail, email, or internal customer within four hours
  • Act as a backup to team members when they are out of the office
  • Process existing customer sales orders according to department instructions and quality procedures
  • Maintain departmental standards for one call resolutions and minimal calls to voicemail.
  • Respond to every voicemail, email, or internal customer within four hours

In addition the Representative will be responsible for supporting the duties listed below:

  • Support distribution of Atos Products by communicating with customers on the telephone, via email, mail and fax.
  • Provide 1 business day turn-around for all material requests (from both customers and sales reps.) and timely computer entry of customer orders.
  • Process sales orders according to department instructions and quality procedures.
  • Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up.
  • Cross train co-workers in all procedures and processes.
  • Maintain department records according to department guidelines.
  • Work closely with the Logistics and Accounting Departments to ensure timely and accurate deliveries, with customer satisfaction the primary goal.
  • Act as a backup to Customer Service in periods of high call volume
  • Perform any and all other duties assigned, with a positive attitude, while keeping priority in order in mind.

 

  • Actively participate in any/all departmental training meetings
  • Some travel may be required.

 

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. 

 

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. 

 

SKILLS AND ABILITIES

 

  • Ability to recognize prospects
  • Present products and close sales
  • Excellent customer service skills and professional attitude
  • Strong communication skills/phone etiquette
  • Ability to work in a team environment a must
  • Ability to manage multiple tasks, prioritize them and pay attention to detail
  • Demonstrated PC and keyboarding skills along with experience in Microsoft Office.

 

 

QUALIFICATIONS

 

 

REQUIRED LEVEL OF EDUCATION:

 

  • High school diploma or general equivalency diploma (GED)

PREFERRED EDUCATION AND EXPERIENCE: 

  • Education:  Advanced degree in a related field or equivalent experience.
  • Experience:  2 + years of background in inside sales or customer service. Demonstrated proficiency in phone skills (professional attitude, clear intelligible communication), cross-trained in key areas identified by department manager, ability to work independently and set priorities. Possess effective interpersonal and communication skills. Medical Device/Clinical Preferred
  • Licenses/Certifications: PC literate. Knowledge of Lotus Notes and Microsoft Office Programs highly recommended.  Clinical experience a plus. 

REQUIRED AREA OF STUDY / MAJOR:

  • n/a

 

REQUIRED LEVEL OF EXPRIENCE:

  • Two years sales experience, including account management, cold calling and lead generation
  • Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted

REQUIRED AREA OF EXPERIENCE:     

n/a

REQUIRED LICENSURE/ CERTIFICATION:     

n/a

 

WORKING CONDITIONS

 

  • While performing the duties of this job, the employee is frequently required to sit and or stand.
  • Requires the ability to remain stationary for extended periods of time.
  • Some lifting, bending, and grasping of product and or files. 
  • Ability to walk, crouch, kneel, or stoop; use hands to finger, handle, or feel objects, equipment, or controls, and talk and hear.
  • Occasionally, the employee is required to climb, balance, crawl, and taste and smell.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Continuously view computer screen in performance of duties (may differ as position in department dictates). 

 

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.