Bilingual Consumer Care Advisor

Location: Oakville, CA

Job Family: Consumer

Country/Region: Canada

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, telephone follow-up and ShopColoplast. 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 and revenue targets

• Facilitate sales in a timely and effective manner.
• Transfer for purchase and retain Coloplast consumers.
• Coordinate purchase for consumers of our products

• Other duties as assigned

Basic Qualifications

• College/University degree and/or a combination of at least 2 years customer service experience.
• Bilingual in French
• Ability to explain medical processes 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
• Hybrid position with a minimum of two (2) days in Oakville, ON office location
• Intermediate computer skills in Salesforce.com, MS Office, and Genesys
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, industry guidlines on Interactions with Healthcare Professionals, and company policies.

Preferred Qualifications

• Experience in healthcare and customer service is preferred. At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
  • Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events.
  • Financial Security: RRSP plan with company match and financial planning services to help you secure your future.
  • Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
  • Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
  • Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
  • Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
  • Competitive Compensation: The compensation range for this position is $55,000 - $65,000 CAD. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfill their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

Visit us on Coloplast.com. Watch the film. Follow us on LinkedIn.

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