Consumer Care Specialist at Coloplast

Role Overview:

• We are seeking a dynamic Consumer Care / Sales Specialist to execute our Partnership Sales Model and support our Patient Support Program. The ideal candidate will proactively engage with both new and existing consumers through various communication channels, with a focus on sales and retention. 

Key Responsibilities:

Community Lead Engagement and Management

• Engage with leads from marketing campaigns, inbound calls, and Webshop activities.
• Maintain CRM quality by accurately capturing and managing all leads.
• Contact all assigned leads within the designated SLA, offering expert product recommendations and dispatching appropriate samples 

Consumer Campaign Execution

• Actively engage and perform up-selling/cross-selling as required by campaign objectives.
• Stay current on all campaign training materials and communicate knowledge gaps to the Consumer Care Lead.
• Document campaign feedback and consumer insights in accordance with SOPs.

Consumer Sales and Support

• Drive growth in Direct channels by effectively capturing community leads.
• Offer tailored product advice and ensure the placement of suitable products for consumer needs.

Consumer-Centric Communication

• Uphold the company’s image through professional and customer-focused communication.

Consumer Queries and Complaints

• Respond to emails promptly to ensure timely query resolutions.
• Complete all tasks within SLA and escalate any complaints to the Consumer Care Lead as needed.

Consumer Care Program Support

• Support enrolled consumers via phone, email, SMS, or WhatsApp as per SOPs and Talk Tracks.
• Meet set KPIs regarding care quality and consumer engagement.
• Establish and nurture long-term relationships with consumers to enhance satisfaction and retention.

General Duties

• Keep up with all SOPs and Talk Tracks, and contribute improvement suggestions.
• Participate in ad hoc consumer service-related projects.

Qualifications:

• University degree preferred 
• Excellent communication and interpersonal skills.
• Proficiency in CRM systems.
• Strong direct to consumer sales skills
• Ability to work both independently and collaboratively.