Jobs at Coloplast

The Consumer Services Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes: enrolments of consumers, sales orders process, answering queries on products and/or services and providing exceptional consumer service.  

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 consumer service while adhering to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

Your key responsibilities will be

• Answer incoming phone calls from Consumers/stakeholders and perform duties including capturing sales orders, resolving consumer queries, answer questions on products and/or services
• Outbound calls to consumers to confirm monthly orders and products
• Responsible for the conversion of leads within SLA and verification of all mandatory Consumer masterdata and documents
• Ensuring all email queries are actioned within 48 hours
• Ensuring all changes to masterdata are updated in the CRM system timeously and that masterdata is complete and accurate at all times
• Logging consumer complaints in the CRM system timeously and following up with the necessary action
• Ensuring all consumer interactions are recorded in the CRM system as per SOP
• Asking insightful questions that get to the root cause of the consumer’s query
• Consumer sales activities as per scheduled campaigns
• Any other Consumer service-related tasks as requested

Professional qualifications

• At least one year of working experience
• Tertiary qualification is an advantage
• Previous experience in a medical field is an advantage

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
• Quick learner, intellectual capacity with a high degree of common sense, resourcefulness, and flexibility
• Very organized and structured with the ability to successfully 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, ability to priorities and multi-task
• Strong communication skills and ability to interact with different cultures in SA
• Team player with a strong “Consumer/service” orientation
• Able to spot a business opportunity or risk and take corresponding action
• Comfortable managing multiple stakeholders and projects at once
• Diligent and continuously focused on getting actions done
• Focused not only on problems and hurdles but also on solutions
• Ability to deal with Consumers in a friendly and professional manner and handle difficult Consumer situations

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As a Sales Specialist, you will be responsible for the execution of our Patient Support Programs and Partnership Sales Model. You will proactively engage with new and existing Consumers over the phone and collaborate across functions within the Consumer Care department.

You will be part of the Coloplast South Africa Team and report to the Consumer Sales Team Lead.

Your key responsibilities will be

• Portray a positive company image and engaging in professional and consumer-centric communications with customers
• Execute outbound calls according to defined call protocols, ensure that follow ups are done timeously and all actions and solutions are recorded in the CRM system
• Actively listen to consumer needs and enquiries to determine appropriate action to be taken
• Establish and maintain customer relationships for a lifetime dialogue
• Retain existing consumers through excellent support and high satisfaction levels
• Recruit new customers through direct selling approaches and follow-up on leads
• Related office and administration duties to complete customer care activities

Personal qualifications

• Excellent verbal and written communication skills
• High energy with a passion for solution-driven engagement with consumers
• Successful working in cross-functional teams
• Proficient in Microsoft Office and CRM

Professional qualifications

• Proven track record and experience in a consumer (business to consumer) focused environment, preferably a call centre
• Experience in upselling and cross-selling
• Tertiary qualification is an advantage
• Previous experience in the Health Care industry is an advantage

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Your key responsibilities

Support to the Marketing Team

• Engage and collaborate with the Market Managers to ensure coordination and support of BA relevant tasks
• Collaborate with Global/EM and local stakeholders as required
• Provides a comprehensive secretarial and administrative support to the Marketing Department
• Support the marketing department's initiatives with the planning, executing, and tracking of marketing programs such as email, event, social media, or content marketing
• An understanding of Medikredit and working with new NAPPI code applications and any product or price updates
• Assists in product label approval across all business areas
• Arrange advertising in industry publications as per brief
• Support various projects as per the deliverables in the ABP

Deliver high quality events

• Collaborate with Global/EM and local stakeholders as required
• Coordinate customer meetings including advisory boards, focus groups, speaker events, and education sessions
• Independently manage marketing and community events, including overseeing logistics, organising registrations, coordinating with vendors, creating itineraries, and ordering marketing collateral
• Own the event execution of the Coloplast National Sales Meeting from start to end

Coordinate the development of marketing tools

• Own the relationship with selected preferred marketing agencies
• Work collaboratively with internal and external groups, including advertising agency, designers, vendors, printers, and promotion companies
• Manage relationships with external vendors to ensure high-quality and timely execution of marketing programs, and to ensure competitiveness
• Assist with Desktop Publishing for the Marketing Department - adapting and modifying literature, posters, flyers, invitations, and other design work
• Create. proofread, and edit copy for various marketing channels, ensuring consistent voice
• Support product, event, or content marketing campaigns, including copy, scheduling, testing, and database management
• Responsible for printing and planning the inventory of marketing materials
• Translate global documents to local language

Uphold the Coloplast brand

• Be the ambassador of the Coloplast brand
• Take an active role in ensuring the Coloplast brand is used in accordance with CVI guidelines
• Ensure that agencies are adequately briefed and compliant with the brand execution

General

• Evolve with the business needs to continuously optimize the marketing processes and services
• Support general administration: travel, accommodation; arranging meetings; attendance certificates, etc
• Database management including processing of invoices, maintenance of contractual agreements etc.
• Supports the Tender Submissions procedure where applicable

Professional qualifications

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

• Diploma/Degree in Marketing or similar
• Minimum 2 years within a marketing environment
• You have a proven track record of delivering against KPI’s in a marketing or product/event management environment
• Strong project management skills and stakeholder management across functions
• Excellent communicator with clear and concise messaging both written and verbal
• Ability and willingness to travel 10%

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Your key responsibilities

Coloplast Consumer advocacy

• Work cross-functionally to ensure smooth end-to-end authorization for Ostomy and Incontinence Consumers that delivers an optimal  experience;
• Create and maintain a clear set of guidelines that educates Consumers on their condition, their funding options and their Medical Scheme benefit limit and rules.
• Help Consumers navigate our local health reimbursement system and own their relationship with the Medical Schemes by connecting them with the correct departments within medical schemes.
• Provide guidance on early case strategy and the appropriate pathway for future management i.e., settlement or investigation.

Relationship building with internal and external stakeholders

• Own and create the relationship with Medical Aid Schemes in South Africa together with Market Access to ensure close collaboration for improved patient outcomes.
• Acting as a technical expert for the team, by reviewing and dealing with complex, challenging and sensitive case management issues when it comes to Consumers’ needs.

People Leadership

• Live our leadership principles and proactively manage the team of Case Management Specialists and their KPIs
• Coaching and training of the team and ensuring new processes are implemented effectively

Reporting and tracking

• Lead the case management processes by using a continuous improvement mindset (identify need for change, plan, implement and test).
• Implement Case Management controls for tracking and feedback to our Consumers and our internal team.
• Agree to clear KPI’s, and drive performance management against those KPIs.

Forward thinking and innovation

• Monitoring and gaining an understanding of the evolution of medical aid plans and collaborating with key stakeholders in the financial management of treatments;
• Mitigation of risks related to health spend.
• Review Treatment plans on a case by case basis, within the bounds of protocols and guidelines;

Education and Experience Criteria

• High school diploma or equivalent required;
• Minimum education of Bachelor’s Degree;
• Minimum 2 years’ experience in a funding or managed care related environment. 
• Relevant experience in case management with a key understanding of the funder landscape within South Africa is crucial.
• 2 years team lead experience is advantageous

Knowledge, skills and abilities

• We are looking for an experienced, commercially minded and operationally strong case management lead with a proven track record of implementing and streamlining projects and making sure they have high impact for the business and the care of our Consumers.
• Thorough knowledge of case management principles, healthcare management and ICD coding knowledge;
• A comprehensive understanding of the Medical Schemes Act and regulations;
• Set knowledge and expertise when it comes to PMB (Prescribed Minimum Benefit) conditions and PMB level of Care;
• Strong business acumen and commercial understanding;
• Strong written and verbal communication skills; reporting skills;
• A deep passion for customer service and an understanding of customer behaviour;
• Ability to convey medical terms and treatment plans so they are understood by Coloplast Consumers;
• Excellent organisational and time management skills;
• Astute problem-solving skills with the ability to multi-task;
• Compassionate and empathetic demeanour for Consumers with the ability to work both independently and in a group/team environment;
• Effective and the skilled use of Microsoft Office Products (PowerPoint, Excel, Word, Teams and Outlook) skills, plus the ability to use a variety of other word-processing, spreadsheet, database, e-mail and CRM software (preferably experience in SalesForce);
• Excellent numerical skills and the ability to construct fact-based recommendations and business cases

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Your key responsibilities

Kick-off Consumer Marketing plan

• Develop plan and initiate consumer marketing in line with annual business plan priorities
• Lead the thinking around the direction for the company’s consumer marketing journey
• Set clear KPI’s, and deliver against those KPIs
• Engage and collaborate with the Market Managers to ensure BA relevant tactics/content are current and refined for consumer engagements
• Collaborate with Global/EM marketing on campaign optimization and content

Lead the development of consumer-focused content

• Develop locally relevant content for offline and online consumer activations
• Champion and deliver a Coloplast Newsletter/Magazine
• Promote consistency in messaging for one Coloplast voice
• Ensure the Coloplast brand and value proposition is upheld at all times

Drive consumer engagement

• Manage local user communities, networks, and ambassadors
• Initiate new name catching activities (leads generation)
• Execute targeted direct marketing campaigns and activities towards end users
• Facilitate consumer marketing activities i.e. newsletters, sampling and other product/service communication
• Collaborate with Digital/Online Lead for streamlined consumer marketing calendar execution
• Work closely with the Consumer Care Team for effective delivery of the campaign plan
• Map all key processes with a view to establishing smooth workflows across teams
• Work cross-functionally to ensure smooth end-to-end consumer experience
• Track, analyze and improve campaign results

General

• Evolve with the business needs to continuously challenge and optimize the consumer marketing priorities
• Own the relationship with local and global stakeholders to ensure close collaboration for improved commercial outcomes and full transparency between teams

Professional qualifications

We are looking for an operationally strong, consumer focused 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 consumer marketing & campaign management 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