Consumer Resolution Specialist

Consumer Resolution Specialist | Atos Medical-US | New Berlin, WI | Hybrid Work Schedule

Location: 1 day a week in our New Berlin, WI office (either Thurs or Friday) and occasional scheduled meetings as needed.

Schedule: Monday-Friday, 8:30-5pm with some flexibility

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 Consumer Resolution Specialist to join our team!

SUMMARY

The Consumer Resolution Specialist investigates and resolves consumer grievances, ensuring timely and effective communication with customers and partners. This role conducts root cause analysis, supports audits and compliance, drives process and quality improvements, and collaborates across departments to strengthen customer satisfaction and regulatory adherence.

JOB RESPONSIBILITIES

Customer & Resolution Management

- Document, investigate, and resolve consumer grievances regarding product or service issues.

- Communicate directly with customers to troubleshoot and resolve issues, providing follow-up when necessary.

- Support global partners with the collection, investigation, and response to product-related complaints.

- Build strong relationships with consumers as well as other quality-related departments.

Investigations & Analysis

- Conduct investigations and research to identify root causes of problems or responsible parties/processes.

- Gather and analyze data to identify trends, problem areas, or potential improvements.

- Apply systems, databases, and research techniques to support investigations and analysis.

- Write reports with recommendations, including preventive and corrective actions, for management.

Process & Quality Improvement

- Identify, design, develop, and maintain solutions to improve processes.

- Work to expedite processes that have encountered delays.

- Coordinate the design, collection, and monitoring of key quality performance metrics (e.g., non-conformances, compliance violations, product complaints, audit responses, and investigations).

- Assist with policy, SOP, and work instruction writing and periodic reviews to ensure compliance with current quality requirements.

Audits & Compliance

- Assist in the internal audits program including scheduling, conducting audits, generating reports, and managing audit files.

- Support reporting to local and global management on the effectiveness of controls, internal audit findings, complaints, and investigations.

- Maintain up-to-date knowledge of products, operations, and compliance rules/regulations.

Training & Team Support

- Assist in preparing and documenting training to ensure personnel are properly informed and trained.

- Collaborate across internal departments to ensure timely resolution of issues.

- Meet individual, departmental, and company goals.

- Perform other related duties as assigned by management.

SKILLS & ABILITIES

- Strong background in customer service or administrative support roles.

- Demonstrates patience, determination, and dedication to customer service.

- Excellent data collection and analysis skills with a strong attention to detail.

- Strong time management, organizational, and prioritization.

- Strong leadership, problem-solving, and critical thinking skills.

- Excellent verbal and written communication skills.

- Ability to work in a fast-past environment and manage multiple tasks, with tight deadlines, successfully.

- Methodical and diligent with outstanding planning abilities.

- Integrates and demonstrates core values, integrity and accountability.

- Excellent verbal and written communication skills.

- Self-motivated, and ability to work with minimal supervision.

- Intermediate skill in MS Office (Word, Excel, PowerPoint, Outlook, Veeva) and CRM type systems.

BASIC QUALIFICATIONS

- HS Diploma or equivalent

- 3-5 years of relevant business experience

- 1-2 years of call center experience

- Demonstrated experience in project management, process improvement and decision-making abilities

PREFERRED QUALIFICATIONS

- Bachelor’s degree

- Demonstrated experience in working with customers under a variety of conditions and emotional states.

- Excellent knowledge of reporting procedures and record keeping.

- Claims and understanding medical insurance and reimbursement processes highly preferred

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 company match, 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

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