Customer Service Analyst

at  coloplast

LOCATION:

Minneapolis, MN, US
Job Family: Commercial Support
Country/Region: United States
The Interventional Urology Customer Service Analyst works with cross-functional partners to provide fact-based analysis and information to increase sales performance, productivity, and execution. This role acts as a main point of contact to process surgical sales orders, issue surgical return authorizations, answer questions on surgical products and/or services, and forward surgical sales leads to the appropriate salesperson. As a customer facing business partner working closely with Sales, Surgical Support, Accounts Receivable, and the Finance teams, this job is highly visible and impactful.
This is a challenging role that will require strong analytical aptitude, ability to synthesize large volumes of information and translate it into easy-to-understand format, stakeholder and project management skills, flexibility, and natural curiosity to understand how to continuously drive value through improvements and new opportunities.
Major Areas of Accountability
Surgical Support
Supports the salesforce for multiple assigned geographical regions
Answers inbound phone calls, emails, or faxes from surgical customers
Process sales orders and direct delivery receipts (DDR)
Issues return authorizations
Answers questions related to products and/or services
Research orders and other actions to troubleshoot and resolve problems
Forward customer leads to the appropriate Territory Manager/Regional Sales Director
Outbound collection calls for Purchase Orders
Coordinates the retrieval of loaners from internal and external customers
Coordinates and processes consignment inventory audits and home consignment inventory audits.
Tracks and file consignment agreements
Promotes and ensures customer satisfaction through value-added services as well as prompt identification and resolution of complaints, problems, and/or issues
Analyst
Cross-functional work with Sales, Surgical Support, Accounts Receivable, Contracts, Finance, and Commercial Excellence, to provide information and analysis to accomplish sales and finance operational goals
Assist the growth and development of Electronic Data Interchange (EDI) initiatives, driving efficiencies within the organization through automation
Build advanced analytical reports within Excel and Power BI using data retrieved from multiple data sources and reporting tools
Provide recommendations to improve business performance and efficiency
Strong partnership with Accounts Receivable, monitoring credit limits and acting on concerning accounts
Strategizing and assisting with the collection of key account balances
Compile monthly, quarterly, and annual Key Performance Indicators for management
Develop, improve, and execute standardized and ad hoc reporting to meet changing needs of the organization
Serves on special projects for large account implementations, product launches, etc.
Support Commercial Excellence initiatives and CRM development as needed
Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Other duties as assigned
Basic Qualifications
Bachelor’s degree in business or relevant area is required
1+ years of experience in a business focused role
Experience with business analytics or similar function is preferred
Experience in a customer service or call center role is preferred
Strong proficiency in Microsoft Excel (formulas, pivot tables, macros, etc.) and Power BI
Proficiency and accuracy in relational database reporting, data analysis & financial/sales presentations
Ability to be analytical, creative, identify and develop new processes and tools
Able to work well in cross-functional teams, independent yet a team player
Ability to build positive business relationships with internal and external customers
Excellent written and verbal communication skills in English
Strong business acumen and analytical skills
Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Visit us on Coloplast.com.
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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.
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