Returns Representative (New Berlin, US) at Coloplast

Returns Representative |Atos Medical-US | New Berlin, WI | Onsite-Warehouse

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.

About Atos Medical

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 Returns Representative to join our team!

Summary:

The Returns Representative processes customer orders, returns, and replacements with accuracy and efficiency while ensuring timely turnaround and high-quality service. This role manages client communications, supports cross-functional teams, resolves complaints, and upholds compliance, all while delivering a professional and customer-focused experience.

Job Responsibilities:

Order & Return Processing

• Process existing customer sales orders in line with department instructions and quality procedures.
• Handle returns and replacement orders, including lifting packages (1–30 lbs) on and off movable racks.
• Ensure accurate order entry and timely computer input of all customer requests.
• Provide one or two business-day turnaround for returns tasks

Customer Service & Communication

• Maintain customer satisfaction through quality service, professionalism, and thorough follow-up.
• Respond to all voicemails, emails, and internal requests within four hours.
• Strive for one-call resolution and minimize calls directed to voicemail.
• Represent the company in a professional and courteous manner in all client/patient interactions.
• Communicate client information necessary for product shipment scheduling.
• Support distribution of Atos Medical products by engaging with customers via phone, email, and mail.

Collaboration & Cross-Functional Support

• Work closely with Consumer Resolutions, Logistics, Reimbursement, and Accounting teams to ensure accurate and timely deliveries with customer satisfaction as the top priority.
• Communicate with the Reimbursement Department to confirm proper billing to insurance companies, contracts, third-party payers, and clients/patients.
• Cross-train coworkers in procedures and processes to support team flexibility.

Complaint Resolution & Quality Improvement

• Partner with Consumer Resolutions team to investigate and determine resolutions to client complaints, take corrective action, and monitor results.
• Maintain departmental records in line with guidelines.

Professional Development & Company Participation

• Actively participate in departmental training meetings.
• Serve on company projects when assigned.
• Perform other duties as assigned with a positive and solutions-focused attitude.

Basic Qualifications:

• HS Diploma or equivalent
• One year customer service, sales, consumer resolution or other related roles
• Demonstrated ability to provide exceptional customer focus and to work under pressure

Preferred Qualifications:

• Associates Degree
• 2+ years of experience in customer service in call center or office environment, preferably in the healthcare industry
• Demonstrated experience processing complex returns within the medical space.
  
  

Skills and Abilities:

• Strong technical aptitude to learn and navigate multiple systems
• Demonstrated PC and keyboarding skills that include word processing, efficient use of internet and email, and Microsoft Office.
• Excellent customer service skills and professional attitude. 
• Strong communication skills/phone etiquette. 
• Ability to work in a team environment a must. 
• Ability to manage multiple tasks, prioritize them and pay attention to detail. 
• Excellent customer service skills and professional attitude. 
• Strong communication skills/phone etiquette.
• Strong conflict resolution skills. 
• Ability to manage multiple tasks, prioritize them and pay attention to detail.
• Ability to lift packages up to 30lbs when processing returns.

We offer:

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.

Atos Medical is a global leader with Swedish headquarters and more than 20 subsidiaries worldwide. Guided by our superpowers—patient-centric, dedication, agile, and the belief you never walk alone—we bring purpose to everything we do. We connect with stakeholders, involving them in our activities and striving to support and empower our users and each other every day. No matter whom we interact with – users, colleagues, health care professionals, business partners – respect and integrity are at the core of everything we do.

Additional benefits:

• Flexible work schedules with summer hours
• Market-aligned pay
• 401k dollar-for-dollar matching up to 6% with immediate vesting
• Comprehensive benefit plan offers
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) with employer contributions
• Life Insurance, Short-term and Long-term Disability
• Paid Paternity Leave
• Volunteer time off
• Employee Assistance Program
• Wellness Resources
• Training and Development
• Tuition Reimbursement

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

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