Customer Service Representative (hybrid)

Customer Service Representative (Hybrid)

Location: New Berlin, US

Job Family: Consumer

Country/Region: United States

Customer Service Representative | Atos Medical-US | New Berlin, WI | Hybrid Work Schedule- Tuesdays and Wednesdays onsite

Join a growing company with a strong purpose! Do you want to make a difference for people breathing, speaking and living with a neck stoma? At Atos Medical, our people are the strength and key to our on-going success. We create the best customer experience and thereby successful business through our 1300 skilled and engaged employees worldwide.

Atos Medical is a global leader in neck stoma care—dedicated to improving the lives of people living with laryngectomy and tracheostomy. With origins in Sweden and Germany, both our Laryngectomy and Tracheostomy brands bring decades of expertise and innovation in voice and respiratory care, offering trusted solutions such as the Provox® voice prosthesis and TRACOE tracheostomy products.

As part of the Coloplast Group, we operate in over 90 countries with a shared commitment to clinical excellence, patient support, and high-quality medical devices that help people breathe, speak, and live more comfortably.

We are seeking a Customer Service Representative to join our team!

Summary:

The Customer Service Representative supports Atos Medical Management by delivering exceptional service through managing inbound and outbound calls, processing orders, providing technical product support, resolving customer issues, coordinating order workflows, maintaining accurate customer records, and performing general tasks in alignment with departmental and quality standards.

Job Responsibilities:

Customer Communication & Support

• Provide prompt, courteous, and professional customer service through multiple channels, including phone, email, mail, chat, SMS, and other available platforms.
• Respond to all voicemails, emails, and internal inquiries within 24 hours.
• Maintain a polite, helpful manner, offer informed answers, and ensure thorough follow-up to maintain high customer satisfaction.
• Represent Atos Medical professionally in all client and patient interactions.
• Continuously promote and reinforce the value of Atos products to customers.
• Strive for one-call resolutions and minimize calls sent to voicemail.

Order Processing & Product Support

• Process existing customer sales orders in accordance with departmental instructions and quality procedures.
• Serve as a backup for processing new customer orders and requests during peak periods.
• Accurately process Web-Shop orders, as assigned.
• Ensure timely and accurate order entry, including communication of necessary information to schedule shipments.
• Work closely with Logistics to ensure prompt and accurate product deliveries.
• Provide technical product support and assist customers with product-related inquiries.

Issue Resolution & Problem-Solving

• Identify appropriate solutions to customer complaints, take corrective action, and monitor outcomes to ensure satisfaction.
• Collaborate with the Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers, and clients/patients.
• Coordinate with Accounting and other departments to resolve order or payment issues.

Collaboration & Continuous Improvement

• Cross-train colleagues on department procedures and processes.
• Maintain department records according to established guidelines.
• Actively participate in departmental training sessions and company committees, as requested.
• Perform other duties as assigned, maintaining a positive attitude and prioritizing tasks effectively.

Other

• Other responsibilities as assigned by management to meet business priorities

Basic Qualifications:

• High school diploma or general equivalency diploma (GED)
• One year customer service or inside sales experience.
• Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted

Preferred Qualifications:

• Associates Degree
• 2 + years of background in customer service with demonstrated phone communication skills.
• Knowledge of SAP and Microsoft Office Programs highly recommended.

Skills & Abilities:

• Proven ability to identify prospects, present products effectively, and close sales.
• Strong customer service skills with a professional, courteous demeanor.
• Excellent verbal and written communication skills, including polished phone etiquette.
• Skilled in conflict resolution and maintaining positive client relationships.
• Ability to manage multiple priorities, meet deadlines, and maintain strong attention to detail.
• Collaborative team player with the ability to work effectively in a group environment.
• Proficient in PC use, including keyboarding, word processing, internet navigation, email communication, and Microsoft Office applications.

We Offer:

Atos Medical is a global leader headquartered in Sweden, united by a shared purpose and strong values. Guided by our superpowers—patient-centric, dedication, agile, and the belief that you never walk alone—we support and empower our users, our colleagues, and our partners every day. We believe in working together, growing together, and treating everyone we interact with—patients, coworkers, health care professionals, and partners—with respect and integrity.

You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Total Rewards:

At Atos Medical, a Coloplast company, we value and reward the contributions of our employees. Our total rewards package supports your well-being, professional growth, and work-life balance. Here's what you can expect:

Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family. Access to company-sponsored wellness programs and mental health resources Paid leave for qualifying events, and generous parental leave for both birthing and non-birthing parents. Health Savings Account (HSA) with employer contributions

Financial Security: Competitive 401(k) with a dollar-for-dollar match up to 6% and immediate vesting, financial planning services, and corporate discounts.

State-of-the-art facility: Hybrid and onsite employees work from our state-of-the-art facility, thoughtfully designed with sit-stand desks, large monitors, and premium onsite amenities, including a gym and golf simulator.

Work-Life Balance: Flexible work options, Generous PTO plan, 10 paid holidays, and summer hours to help you recharge.

Professional Development: Ongoing learning and career growth opportunities through training, mentorship, and tuition reimbursement.

Community & Culture: Join a Top Workplace, as recognized by USA Today and the Milwaukee Journal Sentinel. We foster a supportive environment where everyone feels valued and included. Engage in team-building, volunteer events, and our sustainability initiatives.

Atos Medical, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. To request reasonable accommodation to participate in the job application, please contact 800-217-0025.

Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox®, Provox Life™ and Tracoe.

We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.

Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S