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Surgical Support Representative

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Coloplast

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Location:
United States , Minneapolis

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

26.00 USD / Hour
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Job Description:

The Surgical Support Representative is the primary 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. In addition, this position provides world-class customer service to our internal and external customers.

Job Responsibility:

  • 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, providing investigation and guidance on physical returns sent to the Surgical Support Department by the Distribution Center
  • 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 field members and external customers
  • Coordinates and processes consignment inventory audits and home consignment inventory audits.
  • Assists internal partners and accounts with consignment agreements
  • Promotes and ensures customer satisfaction through value-added services as well as prompt identification and resolution of complaints, problems, and/or issues
  • Ability to work independently and with a team
  • Builds credibility and trust with internal and external customers and business unit leaders
  • Files orders, DDRs, emails, and faxes
  • Responsible for data quality, including self-audit of work
  • Creation of reporting within Excel and Power BI
  • 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

Requirements:

  • Associates degree (A.A.) required and/or Bachelor’s degree (B.A.) preferred
  • or 3+ years call center/customers service experience
  • or equivalent combination of education and experience
  • Ability to read and write instructions, short correspondence, and memos
  • Intermediate knowledge of MS Word, Outlook, and PowerPoint
  • Advanced/intermediate knowledge of MS Excel and Power BI
  • Preferred experience with JDE and CRM
  • Power BI and Excel proficiency
  • Excellent verbal and written communication as well as interpersonal skills, with an ability to influence others
  • Highly structured approach with high attention to detail and proper documentation of all work
  • Regularly utilize critical thinking and problem-solving skills
  • Must be patient, empathetic and passionate about identifying the correct solution and improving the end-user's quality of life
  • Self-driven, goal-oriented
  • Able to work well in cross-functional teams, independent yet a team player
  • Maintain a professional demeanor with the internal and external customers
  • Desire to deliver strong service results and working within a team environment are critical components of the position
  • Capability to use Coloplast systems and information processes to answer, log, and follow up all inquiries and caller issues in accordance with established department procedures
  • May utilize CRM system as an adjunct tool for field/customer communication
  • The position is hybrid, requiring in-office work each week
What we offer:
  • Comprehensive medical, dental, and vision insurance plans
  • access to company sponsored wellness programs and mental health resources
  • paid leave of absence for qualifying events
  • competitive 401(k) plan with company match that vest immediately
  • financial planning services
  • corporate discount programs for goods and services
  • generous paid time off
  • flexible work hours
  • flexible work arrangement options
  • opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement
  • recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events
  • supportive work environment
  • team-building activities
  • volunteer opportunities
  • company-sponsored events

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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