Customer Services Specialist at Coloplast

Customer Services Specialist

The Customer Services Specialist Is responsible for ensuring completeness and accuracy of processed sales orders by CPBC, issuing return authorizations, answering questions on products and/or services, and forwarding sales leads to the appropriate salesperson. Deals with all Quotations submitted and ensure timeously completion, reporting and analysis of Quotations as required.

You will be part of the Coloplast South Africa Team and report to the Head of Business Support and Finance.

Your key responsibilities will be

• Answers incoming phone calls from customers/stakeholders and perform duties including process sales orders, quotations, issue return authorizations, answer questions on products and/or services, research orders and other actions to resolve problems, and forward customer leads to the appropriate Sales Representative or Regional Sales Manager.

• Releases Backorders following stock receipt.

• Works closely with Sales reps. to ensure excellent customer service.

• Ensures efficient and effective processes for sales order entry, return authorisations, credits, complaint handling, and other customer-service duties.

• Assist customers with pricing queries as per relevant approved price list.

• Works closely with Sales reps. to ensure timeous completion of Quotations received.

• Daily tracking of all Quotations received and submitted.

• Assist in processing incoming orders and returns in a timely manner.

• Researches and resolves customer complaints.

• Research errors for possible corrective action.

• Responds to customers within 48 hours with a solution or feedback on the progress of the query.

• Responsible for the stock return process with 3PL and ensuring accuracy and completeness of returns.

• Responsible for reporting the performance of Customer care to Management.

• Responsible for all customer service administration.

• Responsible for ensuring the completeness and accuracy of the Quotations Tracker/register

• Responsible for performing the analysis of the quotations tracker as directed by Management.

• Assist with all Supply Chain activities as directed and required.

Professional qualifications

We are looking for an experienced, analytical consumer support specialist with a proven track record in delivering effective client retention and maintenance services.

• Typically, 3+ years’ experience as a Customer Service Representative with a proven knowledge of EDI processing, credit/debit processing, or special account handling.

• Typically, 3-year tertiary qualification (BA Degree) degree or equivalent.

• Proficient computer skills including MS Office Suite (Word, Excel and PowerPoint), and CRM (Salesforce) databases.

• Working knowledge of MS Office Knowledge of Enterprise One/One World systems by J.D. Edwards

• Excellent oral and written communication skills.

• Strong product knowledge on all portfolio’s

• Strong business acumen and product knowledge

• Excellent numerical skills with an analytical approach to Customer Services and the ability to construct fact-based recommendations on improvement areas

• Strong ability to internalize the diversity and complexity of SA markets and to identify opportunities based on this

• Strong communication skills and ability to engage with different cultures in the SA

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IC Sales Developer (Durban)
The IC Sales Developer is responsible for developing the IC marketing objectives through field-based selling activities which include cultivating business partnerships with key decision makers, product in-services, journal clubs and driving NPD market share. The Territory Managers should identify opportunities where there is support required in trying to change therapy practice. Targets customers by selling the Coloplast’s IC portfolio and services.

You will be part of the Coloplast South Africa Team and report to the Sale Development Team Lead.

Your key responsibilities will be

• Supports the growth of the IC market by engaging with HCP’s in all targeted accounts ensuring that they will influence the prescription of HCIC for new and existing users and ensuring enrolment into our Direct Model or via approved distributors
• Identify opportunities where our nurses can help HCPs change clinical practice using clinical evidence and local guidelines.
• Identify patient organisations we might want to partner with (QASA, SBAHA)
• Identify venues and locations for building New IC clinics 
• Attends our clinical education sessions to upskill knowledge in the management of the Neurogenic and non-neurogenic bladder to improve conversations with your HCP’s
• Demonstrates listen and respond selling skills to uncover customer needs and creates a compelling reason for customer to purchase, regardless of contractual constraints.
• Plans and documents daily call routine to ensure appropriate coverage of key accounts given sales time allocation, sales potential, geographical location, development of sales process, and utilize the CRM tool for the management of information, including expense management
• Utilize all available tools to maximize NPD growth including, but not limited to, marketing directives, sales reports and educational materials.
• Knowledgeable of competitor activity and sales volume in each targeted account.
• Develop and maintain long-term relationships that lead to increasing use of products within target accounts.
• Clear understanding of clinical and technical product knowledge.
• Provides feedback and requests to Marketing or to the organization to adapt tools/strategies to the market demand.
• Develop and maintain productive cross-functional relationships to share knowledge and leverage synergies within the organization.

Professional qualifications

We are looking for an experienced, individual who has skills to identify and build business opportunities with key opinion leaders and key accounts in the medical device industry

• Bachelor degree required – ideally science based degree.
• Minimum 3 years demonstrated successful sales experience (medical field strongly preferred).
• Strong interpersonal and relationship building skills.
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint.
• Demonstrate effective time and territory management skills, administrative capabilities and effective written and oral communication capabilities

 
Personal qualifications

Lives up to Coloplast Leadership Principles:

• Set high ambitions and challenge your team
• Be open and honest about performance
• Show visible and decisive leadership
• Focus teams on delivering business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values

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Commercial Development Manager

The Commercial Development Manager is responsible for providing data and analysis as well as to lead projects with an aim to improve the commercial performance of Coloplast South Africa (SA) and Sub-Saharan Africa (SSA). The Commercial Development Manager will act as Business Partner to the business segments in design, planning and implementation of commercial processes, projects, and initiatives to maximize business impact in South Africa (SA) and Sub-Saharan Africa (SSA).

Main responsibilities are top line business performance management and insights generation in our commercial processes with report development and execution, ad-hoc analytics and special projects being central to the role.

You will be report to the Country Manager.

Your key responsibilities will be

1. Project Lead for business development & investment cases:

   • Lead cross-functional project teams and actively manage stakeholders throughout all phases of a project, from initial scoping to final P&L

   • Financial modelling of top-line and P&L scenarios, confidently managing imperfect information

   • Reduce planning uncertainties through a solid understanding of qualitative and quantitative market dynamics

2. Business Insights Lead:

   • Manage data sources, both internal and external, and insight reporting to facilitate managerial decision making

   • Act as a sparring partner to Country Manager and Executive Management on issue identification and finding of appropriate solutions and actions

   • Recurring and ad-hoc reporting on performance

   • Ensure data integrity and effective processes for all reports and analysis, reflecting both leading and lagging indicators of performance as well as activity using salesforce.com

   • Be a driver of culture change to transition from “reporting” to true insights

3. Pricing Lead:

   • Provide analysis and insights on the competitive situation and pricing dynamics within own markets

   • Custodian of the pricing strategy in SA & SSA and liaison with HQ pricing teams

   • Drive tender shaping in SA & SSA in accordance with HQ Framework

   • Be a custodian to move towards value-based pricing, across channels and sectors

Professional qualifications

We are looking for an experienced, commercially minded marketer with a proven track record of implementing local projects with high impact.

• Master, MBA or BCom Economics (4yr) is a minimum requirement

• Excellent numerical skills with an analytical approach to Marketing and the ability to construct fact-based recommendations and business cases

• Strong business acumen and commercial understanding

• Strong project management skills across functions and cultures

• Experience in management consulting, strategy or corporate development beneficial

• Fluent in English (written and spoken) – ideally combined with one more language

• Highly effective communication and presentation skills in addition to the ability to engage with different cultures in the SA & SSA region

• Proficient computer skills including MS Office Suite (Word, Excel, and PowerPoint) and CRM database.

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Digital and Online Lead

Digital and Online Lead – building a bridge to consumers

Coloplast has an exciting opportunity for a motivated, committed, and collaborative individual who is inspired by the idea of building the company’s digital and online journey.

Coloplast is a leading MedTech company, and we develop products and services that make life easier for people with intimate healthcare needs. We have embarked on a consumer journey to get even closer to the consumers of our products – and to do this we intend to become more present and accessible in the digital and online space. As a Digital and Online Lead, you will champion the development of core platforms like a locally relevant Coloplast website and Web Shop; and create an online presence within our key consumer communities. You will do this whilst developing and implementing our digital marketing plan and leading the thinking around the company’s short- and medium-term online presence - so we can become more in tune with our consumers, engaging them in real time and with the convenience they expect. Join us now to help make life easier for people with intimate healthcare needs.

When joining Coloplast you will enter a truly global company that offers great challenges, opportunities, and rewards. Reporting to the Head of Marketing for South Africa & Sub-Sahara, you will be situated in our new Sandton based office, together with the local HQ team.

Your key responsibilities

Lead the set-up of our digital platforms

• Own the relationship with global stakeholders and local service providers to ensure close collaboration for improved business outcomes and full transparency

• Develop a locally relevant Coloplast website and manage ongoing updates and improvements in line with the business evolution

• Champion and deliver a Coloplast Web Shop

• Map all key processes with a view to establishing smooth workflows across teams

• Work cross-functionally to ensure smooth end-to-end consumer experience

Build an Online Presence

• Define the priorities for Coloplast’s online journey

• Create a plan for each key platform i.e., Facebook, LinkedIn, Instagram, etc.

• Manage local communities, networks and social media interaction and engagement

• Ensure daily monitoring of online dialogue and responses in line with corporate expectations

• Initiate new name catching activities (leads generation)

• Execute targeted on-line direct marketing campaigns and activities towards end users

• Facilitation of on-line activities i.e., newsletter and other product communication

• Collaborate with Global Marketing’s web team on Search Engine Marketing, Search Engine Optimization

Kick-off Digital Marketing plan

• Develop plan and initiate digital and online marketing in line with annual business plan priorities

General

• Lead the thinking around the direction for the company’s digital and online journey

• Set clear KPI’s, and deliver against those KPIs

• Engage and collaborate with the Market Managers to ensure BA relevant content is current and relevant for web updates

• Evolve with the business needs to continuously challenge and optimize the digital and online set-up and priorities

Professional qualifications

We are looking for an operationally strong, digitally inclined marketer with a proven track record of implementing local projects and working well within cross functional teams.

• Minimum 3 years within a marketing environment

• Relevant experience in Digital and Online is required

• You have a proven track record of delivering against KPI’s

• Strong project management skills and stakeholder management across functions

• Excellent communicator with clear and concise messaging

• Strong ability to internalize the diversity and complexity of the South African market and to identify opportunities based on this

• Ability and willingness to travel 10%

Personal qualifications

• Strong passion for making life easier for people with intimate healthcare needs

• Strong alignment with Coloplast Vision, Mission, and values

• Quick learner, intellectual capacity with a high degree of common sense, resourcefulness, and flexibility

• Organized and highly structured with the ability to successfully lead multiple projects and manage deadlines as well as handle ambiguity

• Ability to balance needed attention to detail with a pragmatic view on opportunity, impact, and feasibility

• Growth mind-set

• Strong interpersonal skills and ability to interact with different cultures in South Africa

• Team player with a strong “customer/service” orientation

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Case Management Specialist

The Case Management Specialist is responsible for ensuring end-to-end case management for each of our consumers which includes applying for funding on behalf of consumers, following up with medical funders, answering consumer queries and escalating queries within medical schemes.

The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional case management while adhering to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Case Management Lead.

Your key responsibilities will be

• Submission of relevant documentation to medical funders for authorisations

• Own and create the relationship with Medical Aid Schemes

• Collection of relevant documentation from consumers and/or their healthcare practitioners

• Following-up on cases out of scheme turnaround time

• Review funding outcomes on a case-by-case basis, within the bounds of protocols and escalate those that are insufficient.

• Monitoring and gaining an understanding of the evolution of medical aid plans

• Explaining funding outcomes to consumers as they are received and in accordance with SOP

• Logging consumer complaints in the CRM system timeously and following up with the necessary action

• Ensuring all case management interactions are recorded in the CRM system as per SOP

• Ensuring completeness and accuracy of case management tasks

• Responsible for case management outcomes and the investigation of any incomplete cases

• Answering of inbound case management related telephone calls

• Timeous resolution of queries (telephonic, email and CRM) within 2 business days

• Any other case management-related ad-hoc tasks

Professional qualifications

• At least two years of working experience

• Tertiary qualification is an advantage

• Previous experience in a medical field is an advantage

• Previous case management or medical aid experience is preferable

• ICD 10 coding knowledge is highly advantageous