Bilingual Customer Support Representative - French/English

This role supports the Atos Medical business in Canada by delivering excellent customer service while managing inbound and outbound customer calls, order entry and processing, technical product support, issue resolution and general duties in accordance with the business functions. The role also ensures efficient coordination of order flow, accurate customer records, and other general duties in adherence to company quality standards.

For candidates in the Greater Toronto Area, this is a hybrid role, which would include multiple in-office days per week. In office days would be on a regular schedule each week.

Major Areas of Accountability

Customer Engagement & Sales

• Develop and manage sales leads throughout the customer journey
• Proactively contact all customers to introduce new products and identify new selling opportunities
• Engage new customers through direct leads and cold calls, as well as from referrals generated through HCPs, web inquiries, the outside sales team, etc.

Customer Experience & Operations

• Respond to all inquiries (calls, emails, voicemails) promptly, delivering a high standard of service
• Process customer orders accurately and in line with quality procedures/expectations
• Maintain high first-call resolution and minimize voicemail reliance
• Develop and implement Direct to Consumer (DtC) Marketing plans
• Ensure timely turnaround (within one business day) for all requests and order entries

Collaboration & Market Support

• Partner with Territory Managers and Clinical teams on direct-to-customer (B2C) and/or business-to-business (B2B) activities
• Support and execute consignment inventory where needed
• Contribute to development and execution of customer or internal company initiatives

Team & Process Excellence

• Maintain accurate customer records and departmental documentation
• Collaborate cross-functionally (e.g., Logistics, Accounting) to ensure smooth order fulfillment
• Cross-train and support team members as needed
• Take on additional responsibilities with a proactive, positive attitude

Additional Duties

• Deliver consistent, high-quality communication across all customer channels
• Maintain strong product knowledge to provide accurate and helpful support
• Ensure customer satisfaction through professionalism, responsiveness and follow-through
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the MedTech Code of Conduct, and company policies
• Other job duties as assigned

Basic Qualifications

• High school diploma or general equivalency diploma (GED)
• 2+ years of sales experience in customer service, inside sales or healthcare support
• Exceptional customer focus with an ability to identify and meet the needs of a customer without being prompted
• Sales-oriented mindset with the ability to identify and act on selling opportunities
• Fluently bilingual in English and French
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
• Prior experience working with CRM systems and order management tools
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Demonstrated learning agility in learning new products and systems
• Superior attention to detail

Preferred Qualifications

• Bachelors or Advanced degree
• Experience in medical devices, specifically in environments requiring reimbursement
• Prior experience with SalesForce (CRM)

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.

Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox, Provox Life and Tracoe.

We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.

Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S

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