Customer Sales Support Specialist (Bilingual - French/English)

Job description

GROW WITH US: Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME: Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology — an advanced predictive algorithm that automates insulin delivery.

But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at https://tandemdiabetes.com .

A DAY IN THE LIFE Responsible for proactively contacting leads, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business from remote geographic areas. Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) to ship process. Responsible for managing the insurance verification processes for Tandem Diabetes Care within an assigned region.  Collects patient information data and documentation for rapid authorization of payment from the insured’s health insurance and government funded plans. Understands customers’ underlying needs or issues and provides information regarding products & services.  Meets and exceeds monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills and product knowledge. Continuously work the pipeline of potential pump customers to meet or exceed department key performance indicators. Manage incoming queue calls. Must be flexible to interchange the inside sales and insurance verification responsibilities based on business need quarter to quarter.  Customer Sales Support Specialists are also responsible for:

- Proactively manages pipeline leads to ensure prompt follow up and execution from inquiry status to purchase.

- Responds to direct patient inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers, to discuss Tandem Diabetes Care products and services.

- Communicates with potential customers (by phone, email, and/or fax), and explains the operation and use of all products offered by Tandem Diabetes Care; ensures all questions are thoroughly answered and sales are generated.

- Efficiently responds to advanced customer inquiries, effectively addressing and resolving patient barriers to therapy adoption through professional, ethical and persuasive sales skills to lead the customer to action.

- Documents interactions, calls, and lead information into the customer relationship management (CRM) system in accordance with PIPEDA and other applicable privacy guidelines.

- Delivers superior front-line customer support by adhering to customer and sales support procedures.

- Manages calls to maximize time and effort on the job to achieve daily metrics.

- Converts competitor pump users to Tandem products.

- Manages the relationship with each customer by administering certain aspects of the reimbursement process by:

- Verifying insurance benefits to determine cost share amounts for prospective customer responsibility

- Collection of all required documentation.

- Coordinating shipments of products to customers.

- Understanding and explaining verification requirements and application/ renewal process for applicable provincial government funding programs

- Ensures data provided meets invoicing requirements.

- Ensures all paperwork is complete and expected order fulfillment dates are communicated.

- Notifies department management of any deficits in systems with proposed resolutions for corrections.

- Works as part of the support team, including members of the Field Sales team, to ensure proactive communication of prospective customer’s order status.

- Notifies pod leader of any deficits in systems for insurance verification.

- Achieves assigned goals as established by the Customer Sales Support Manager.

- Maintains up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms including pump therapy, as well as becoming well versed in competitor products, programs, and alternative therapies.

- Attends and participates in sales meetings, conference calls, training programs, and trade shows as directed by management.

- Ensures work is performed in compliance with company policies including Privacy/PIPEDA and other regulatory, legal, and safety requirements.

- Additional projects as assigned.

WHEN & WHERE YOU’LL WORK: Onsite: This position is fully onsite and open to candidates located in Markham, Ontario. Equipment for the role will be provided and training will occur onsite.

Schedule: This position will work Monday - Friday from 10:00 AM - 6:00 PM EST .

WHAT YOU'LL NEED: Knowledge, skills & abilities:

- Knowledge of Type 1 diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable.

- Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred.

- Ability to converse in insurance language routinely utilized by the health insurance industry.

- Knowledge of individual health plan insurances practices.

- Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.

- Able to apply distinctive phone sales skills and product knowledge to address and alleviate patient concerns and to promote the sale of products.

- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.

- Effective call handling skills and a proven track record of excellent customer service based on call handling or related metrics.

- Bilingual English/French required.

- Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.

- Skilled at promoting team cooperation and commitment to team success.

- Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.

- Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.

- Knowledge of call handling phone systems is preferred.

Minimum certifications/educational level:

- Bachelor’s Degree or equivalent combination of education and applicable job experience.

Minimum experience:

- 1 year recent experience interfacing with customers in a sales support role including a combination of:

- Experience in field sales or telesales experience in medical device, technology or similar field.

- Experience being accountable for sales quotas in a challenging, fast paced, changing environment.

- Experience in patient diabetes education.

- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.

- Experience and knowledge of diabetes is preferred.

COMPENSATION:  The base pay for this position is 50,900 to 63,450 CAD annually, with a target earning potential of 66,900 to 79,450 CAD annually. Base pay will vary based on job-related knowledge, skills, and experience and may also fluctuate depending on candidate’s location and the overall job market.

WHY YOU’LL LOVE WORKING HERE: At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and  supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie.  This is just one of the ways we stay awesome!

BE YOU, WITH US! We embrace the value that every single one of us brings to the table.  But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway.  Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation.  We are an inclusive organization, and we welcome applications from a wide range of candidates.  Selection for roles will be based on individual merit alone.

REFERRALS: We love a good referral! If you know someone who would be a great fit for this position, please share!

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

ÉVOLUEZ AVEC NOUS: Tandem Diabetes Care crée de nouvelles possibilités pour les personnes vivant avec le diabète, leurs proches et leurs professionnels de la santé, en offrant une expérience résolument différente. Nous serions ravis que vous vous joigniez à nous pour « innover chaque jour », placer « l’humain au cœur » de nos actions et adopter une approche « sans compromis » qui nous a propulsés au rang de leader dans l’industrie des technologies du diabète.

RESTEZ FORMIDABLE: Tandem Diabetes Care est fier de fabriquer et de commercialiser la pompe à insuline t:slim X2 dotée de la technologie Control-IQ — un algorithme prédictif avancé qui automatise l’administration d’insuline. Mais nous sommes bien plus que cela. L’approche centrée sur l’humain de notre entreprise en matière de conception, de développ