Jobs at Coloplast

Job description

• Responsible for the execution of our Patient Support Programs and the Partnership Sales Model.
• Proactively engage with new and existing Consumers over the phone and other communication channels and collaborate across functions within the Consumer Care department.   

Essential duties and responsibilities:   

• Community Lead engagement and capturing
• Engage with leads generated from marketing campaigns, inbound calls, and directly from the Webshop. 
• Accurately capture all leads, ensuring CRM quality and completeness is maintained for each contact. 
• Call all assigned leads within SLA, expertly recommend the appropriate product to meet their needs and provide them with samples as per SOP. 
• Pack, dispatch, and record all sample parcels as per SOP. 

 Consumer campaign execution:

•  Engage with, and up / cross sell to leads and consumers as per campaign needs.
•  Stay up to date with all campaign training material and alert the Consumer Care Lead to any gaps in knowledge.  
•  Timeously document campaign feedback and insights from consumers as per Campaign SOPs.
•  Consumer sales and support through the e-commerce platform:
•  Support consumers with placing and paying for their orders.
•  Validate all new Webshop and MyOstomy app leads within SLA and as per SOP.

 Consumer-centric communication:

•  Portray a positive company image and engage in professional and consumer-centric communication with customers.

 Consumer queries/Complaints

•  Answer emails timeously to ensure that queries are responded to within SLA.
•  Complete all tasks as per SLA and escalate complaints to the Consumer Care Lead timeously. 

 Consumer Care Program:

•  Engage with consumers enrolled in the Care Program via phone calls/email/SMS/WhatsApp as per SOP and Talk Tracks. 
•  Meet predefined KPIs with regards to quality of care and consumer engagement volumes. 
•  Establish and maintain customer relationships for a lifetime dialogue. Retain existing consumers through excellent support and high satisfaction levels. 

General duties:

•  Stay up to date with and comply with all SOPs and talk tracks and provide suggestions for improvement.

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Job Description

• The Business Analyst is responsible for providing data and analysis as well as to assist the Commercial Development Manager in projects with an aim to improve the commercial performance of Coloplast South Africa (SA) and Sub-Saharan Africa (SSA).
• The Business Analyst will act as a support to the different business segments executing 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 analysis and insights generation in our commercial processes with report development, ad-hoc analytics and special projects being central to the role.
• You will be report to the Commercial Development Manager.

Your key responsibilities will be

• Frequently follows, analyses, and effectively communicates commercial performance against a set target with a strong focus on accuracy.
• Identify business trends by utilizing data and draw insights that can be used to strengthen the strategy and processes.
• Manage data sources, both internal and external, and ensure data integrity to allow insight reporting to facilitate managerial decision making.
• Assist Com-Ex Manager in all critical business planning and reporting, including developing business intelligence reporting.
• Coordinate with sales team for ad hoc market information (S&T, Competition, territory sizing, etc).
• Participates in key strategic projects to improve our commercial performance such as Pricing excellence, Business cases, tools and software, tenders.
• Own and manage daily CRM (salesforce.com) related activities
• Collaborates with all other business stakeholders to analyse overall performance

Professional qualifications

• CA(SA)/CIMA or other relevant Finance Degree
• 0-2 years Post Articles experience
• 1-2 years business partnering or management consulting experience advantageous
• Previous Pharma or Medtech industry experience advantageous.
• 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 collaboration skills across functions and cultures
• 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 ( a must) including MS Office Suite (Word, Excel, and PowerPoint), Power Bi, Tabular Data Modelling, SQL and Python advantageous.

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, flexibility, and solution oriented
• 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
• Strong communication skills and ability to interact with different cultures in the SA & SSA region
• Team player with a strong “customer/service” orientation

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Job Description

• 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
• Afrikaans speaking