Customer Service Representative (Hybrid)

Coloplast; New Berlin (WI); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Atos Medical-US in New Berlin, Wisconsin, is seeking a Customer Service Representative to deliver exceptional service. You will handle inbound and outbound calls, process orders, and provide product support while coordinating with logistics and other departments to ensure accurate, on-time deliveries.

This role is hybrid, with onsite Tuesdays and Wednesdays, and offers opportunities to grow within a global medical devices organization.

Qualifications

• One year of customer service or inside sales experience.
• High school diploma or GED.
• Exceptional customer focus and ability to work under pressure; meet customer needs proactively.

Responsibilities

• Provide prompt, courteous, and professional customer service via multiple channels.
• Respond to voicemails and emails within 24 hours; maintain high customer satisfaction.
• Process existing customer sales orders and assist during peak periods.
• Coordinate with Logistics and other departments to ensure timely deliveries.
• Provide technical product support and assist with product inquiries.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

GED

Associates Degree

Tools

SAP

Microsoft Office

Job description

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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.
• 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 & ABIL