Customer Experience Representative

Our mission

At Corza Medical, our mission is to champion surgical providers with remarkable service and exceptional products that save time, money, and effort. We are a passionate team guided by our core belief that you should never have to choose between performance, value, and a quality customer experience. We are here to support you every step of the way.

Our brand promise

We deliver a collaborative experience by working directly with the surgical community to ensure you get the exact surgical tools you need at the right time and the right price.

• Remarkable service: A seamless, personal process designed around you and your needs.
• Trusted performance: Our product family is the result of years of experience championing surgeons and listening to their expertise.
• Outstanding value: No matter the surgical specialty, we deliver quality products for all markets.
  
  

Our people promise

Excellence is our Specialty and what makes us successful is our people. We are committed to fostering a positive, empowering and growth-oriented environment where all team members are encouraged to share their opinions and ideas. That means you will work alongside an accomplished and highly collaborative team that inspires commitment to our goal in attaining excellence in everything they do.

Job Purpose Summary

As a Customer Experience Representative, you will prospect and research targets for the Wound Closure sales organization, capturing leads and identifying new business opportunities using various tools. You will manage leads in Salesforce and utilize analytics to track lead generation and conversion performance. Additionally, you will assist in customer retention and customer outreach to ensure customer satisfaction while collaborating with the sales team to pursue cross-selling and upselling opportunities. Your role will involve creating and executing strategies for new account/customer onboarding and assessing buying patterns to enhance overall customer experience.

What You Will Do

Key Responsibilities:

• Identifying and qualifying targets
• Utilize various tools and platforms to capture leads within Acute & Non-Acute care settings.
• Conduct territory research to understand industry trends and identify new business opportunities.
• Manage and track leads in Salesforce.
• Use analytics tools to track lead generation and conversion efforts.
• Customer Retention and Support
• Work cross-functionally to resolve Customer satisfaction issues.
• Manage and track leads to ensure timely follow-up and support, facilitating successful conversions.
• Assist with the management and service existing accounts, ensuring customer satisfaction and retention.
• Collaboration and Reporting
• Collaborate with the WC sales team to identify and pursue cross-selling and upselling opportunities.
• Support WC sales team in achieving overall sales targets and objectives.
• Maintain detailed records of customer interactions and account activities in CRM systems.
• Provide regular updates and reports to management on account activity status.
• Customer Outreach & Connectivity
• Create and maintain communication strategies for onboarding & post order engagement to enhance customer satisfaction & measure effectiveness.
• Assess and report on customer buying patterns in relation to contract pricing – churn & retention rates – share information with TM(s) and Sales Leadership.
• Check in with new and existing customers to ensure satisfaction, identify purchasing opportunities and identify potential service issues.
• Conduct territory research and provide leads to TM(s).
• Assist with customers resolution & escalate to functional leadership as needed.
  
  

What You Will Need

• Bachelor’s degree preferred.
• 2+ years of customer engagement experience or Client relations background, surgical experience is a plus.
• 2+ years of experience working with Excel, Power BI (Tableau equivalent), and Salesforce.
• Excellent attention to detail and ability to interpret data effectively.
• Proficient in CRM software (Salesforce preferred) and reporting tools (e.g., Power BI, D365).
• Strong analytical skills with experience in database queries and reporting.
• Excellent communication and interpersonal skills for effective customer interaction.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-focused mindset with a passion for enhancing the customer journey.
• Experience in prospecting and lead generation is a plus.
• Willingness to travel for regional sales team meetings, 10% travel.
  
  

What We Value

• Customer First - We deliver extraordinary experiences.
• Accountability - We do what we say.
• Integrity - We do what is right.
• Inspired - We love what we do.
• One Global Team -We before me, always.
  
  

Join us today and Excel@Corza !

Corza Medical offers a competitive benefits package including medical, 401K, vacation and sick time, paternal leave and other benefits.

A reasonable estimate of the current pay range for this role is ($68,000 - $75,000). Further, pay that is offered is based on geographic location, internal equity, market data, applicant’s job-related skills, commensurate experience, required licensures, certifications and certain degrees.

Corza Medical is an equal opportunity employer. Corza Medical evaluates qualified applicants without regard to race, color, marital status, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, veteran status or other protected characteristics.