Breg

Customer Support

• Supports new hires with ongoing training including advanced product and process knowledge, telephony soft-skills, and new software adaptation and proficiency.
• Supports the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing through Outlook, eCommerce, and Electronic Data Interchange (EDI), while maintaining On-Time In Full (OTIF) Service Level Agreements (SLA’s).
• Consistently meets or exceeds productivity standards such as overall accuracy, maintaining SLA’s, advanced backorder and backlog order management supporting on time order fulfilment.
• Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.
• Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns.
• Applies basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensures product knowledge is up to date.
• Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.
• Champions the customer’s experience by managing urgent issues and offering tailored solutions.
• Attends annual required Health Insurance Portability and Accountability Act (HIPAA) training and maintains strict compliance with the healthcare privacy code.
• Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
• Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.
• The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.
• Collaborate with cross-functional teams to drive excellence in patient care and business solutions.

Senior Customer Care Representative

Outside Sales

• Develop and execute monthly, quarterly, and annual territory business plans to meet and exceed revenue goals.
• Identify, qualify, and close new business opportunities across:
• IDNs and healthcare systems
• Hospitals and urgent care centers
• Orthopedic groups and private practices
• Physical therapy, occupational health, podiatry, and specialty clinics
• Third-party wholesale distributors
• Leverage GPO and payer contracts to maximize sales opportunities.
• Protect and grow existing accounts while converting competitive business.
• Build and maintain strong relationships with clinical and administrative stakeholders.
• Develop and execute strategic call plans to drive measurable results.
• Conduct product presentations, in-services, and demonstrations using consultative sales techniques.
• Address customer concerns promptly to ensure high satisfaction and retention.
• Utilize CRM tools to manage pipeline, leads, and account activity.
• Manage territory coverage efficiently to maximize productivity.
• Demonstrate responsible use of company resources.
• Provide guidance, coaching, and sales direction to Associate Sales Representatives.
• Support team development and promote a collaborative, performance-driven culture.
• Maintain awareness of healthcare regulations and reimbursement considerations.
• Adhere to company policies, compliance standards, and code of conduct.
• Exercise professional judgment in all business interactions.

Senior Customer Care Representative

Territory Sales Manager – Distributor Opportunity