Job Opportunities at Discovery Limited

Major Areas of Accountability

Represent Coloplast as a Clinical Expert

• Maintain professional credentials and education to maintain status as a clinical expert through board certification as a nurse.
• Act as a clinical liaison to ostomates with regards to planned surgical procedure, impact of living with a stoma and ostomy care.
• Support in-hospital stoma clinics in conjunction with hospital employed staff.
• Set up new stoma clinics for follow up visits for end users.
• Deliver education programs to a diverse group of internal and external customers and end users.
• Attend approved national and regional conferences and tradeshows as a Coloplast representative.
• Report back to senior leadership key clinical learnings and opportunities.

Essential Qualifications

• Registered Nurse with a bachelor’s degree
• Preferred SASA Stoma certification
• 2+ years’ experience in a clinical setting working with patients and/or end users
• Previous medical industry experiences an asset
• Domestic travel required
• Must permanently reside in or near North West

Required Knowledge, Skills and Abilities

• Effective written and presentation skills
• Ability to read, analyse and interpret clinical publications
• Proven success with organization and time management skills
• Proficient in Microsoft Office Excel, Word and PowerPoint
• Ability to tailor training and education in order to serve many audiences
• High attention to clinical outcome and follow-through
• The ability to prioritize multiple tasks in order to support internal and external customers as well as end users.
• Must be self-driven with the ability to work independently

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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 Operations Manager.

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 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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As the Team Leader, you will be responsible for the tactical & operational management of the Consumer Sales team, ensuring proper execution of our Patient Support Programs and Partnership Sales Model. This role will proactively manage the day-to-day operations of the team, ensuring compliance with all procedures and developing tools to effectively monitor daily performance. Through talent management, excellent execution and continuous improvement you will ensure that daily, weekly and monthly goals are met. Additionally, you’ll be directly responsible for the management, performance and daily support of direct reports within the Consumer Sales team, acting as the key driver for performance and overall development of the team.

You will be part of the Coloplast South Africa Team and report to the Head of Direct Operations.

Your key responsibilities will be

• Lead by example, live the company values and create a high energy, uplifting team culture
• Monitor, measure, manage, coach and motivate the Consumer Sales team to effectively engage with consumers and other stakeholders with whom the team interacts
• Responsible for managing the implementation of all Consumer Sales processes, ensuring alignment, training, efficiency and compliance at all times
• Ensure team members are immediately informed of, and held accountable for new products, processes, and procedures so they can perform their roles effectively
• Engage in cross functional coordination and capacity planning with other Team leaders to ensure smooth end-to-end Consumer service.
• Conduct team meetings, training sessions and one on one dialogue, which support the professional development of the team as well as fostering a productive learning environment
• Ensure optimal utilization and innovative use of the Coloplast systems such as Salesforce (CRM), Avaya (phones), POB (email).
• Continually strive to develop and streamline operations ensuring alignment with general policies and procedures of the overall Consumer organization, as well as grow our business in line with our mission, values and vision
• Effectively monitor and report on the team’s daily, weekly and monthly performance including proactive suggestions to enhance performance
• Proactively seek opportunities in the development, implementation, and ongoing maintenance of strong sales models as well as approaches to support our consumer experience

Professional qualifications

• At least 2 years of management / supervision experience in a call centre sales environment
• Proven track record and experience in a consumer (business to consumer) focused environment, preferably a call centre
• Successful track record of developing a high performing team(s), including the use of ongoing effective coaching techniques
• Tertiary qualification is an advantage
• Previous experience in the Health Care industry is an advantage