Professional Account Specialist

Cochlear•Lone Tree, CO

6d•$28 - $29•Hybrid

About The Position

Provide professional quality service to our clinical partners via phone, email, and various other methods. Hours of operation are 6:00am – 6:00pm Monday through Friday. Role offers in-person training period, and then the option for a hybrid work environment – 3 days in our Lone Tree office, and 2 days from home. In order to help Cochlear continue to grow and service our customers, we are recruiting for a Professional Account Specialist in our Americas head office based in Lone Tree, CO. The Professional Account Specialist is responsible for building relationships with Cochlear’s professional customers to provide effective and pro-active account management. This position is not a sales role but will utilize strong knowledge and relationships with professional customers to deliver highly personalized service in support of regional goals and revenue targets. The Professional Account Specialist will work with internal and external Business to Business teams to ensure execution on the full cycle order and account management process.

Requirements

Bachelor's Degree or Equivalent Work Experience
2-3 years’ experience ideally in customer service, inside sales or account management
Ability to work in a fast-paced environment and balance/manage multiple, changing priorities with appropriate sense of urgency
Excellent verbal and written communication skills
Proven ability to work collaboratively and positively in a team environment

Responsibilities

Effectively manage inbound customer ordering requests of Cochlear’s professional customers through all contact channels (email, Salesforce, phone, CRM and ordering systems) to facilitate surgical, troubleshooting and clinic stock equipment requests.
Utilize all channels of communication to provide accurate, valid, and complete information to resolve customer inquiries per the established service levels.
In person visits with key customer accounts to build stronger relationships, understand unique clinic needs, and develop plans to tailor service to the customer preference.
Partner with Field Sales team to design proactive service models based on customer ordering trends and customer requirements.
Demonstrate expertise of Cochlear's policies and procedures to provide accurate, valid, and complete information to resolve customer inquiries per the established service levels.
Exhibit proficiency in Cochlear's professional self-service options to provide point of service and drive adoption.
Represent Cochlear in a professional manner in all interactions.