Customer Service & e-Marketing Coordinator

Job Summary:

The Eloquest Healthcare Customer Service & e-Marketing Coordinator (CSMC) position is a diverse customer support and marketing role.  The CSMC must possess strong analytical skills, a functional understanding of marketing and sales, and be comfortable interacting with healthcare professionals and consumers.  This position demands the ability to effectively interact in a team environment with a variety of communication and working styles on a range of projects.  The CSMC must possess strong initiative and attention to detail.  This position is located at the Eloquest office in Ferndale, MI.

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Customer Service & e-Marketing Coordinator
NOTE : Word and PDF files only please.

Essential Functions:

Customer Service – 60%

  • Manage incoming customer calls and web form submissions
    • Handle in a timely, pleasant and business-like manner
    • Provide product/order information and ensure customer problems are resolved
    • Provide product samples/literature when necessary
  • Make outbound calls as required to current and potential customers in a professional and ethical manner
  • Assist with follow-up of leads in areas without sales representation
  • Maintain Customer Relationship Management (CRM) system
    • Ensure customer calls are entered into the system & appropriate sales team/marketing member(s) is notified
    • Ensure the integrity of the system (no duplicates, proper relationships, etc)
    • Continually look for ways to optimize the system (e.g. create and maintain call scripts, make marketing/contract resources available through the system)
  • Manage e-commerce business
    • Assist customers with questions regarding placing orders online or by phone
    • Record new customer accounts in CRM

e-Marketing – 40%

  • Website & social network management
    • Incorporate promotional marketing material into relevant web and social media content
    • Regularly monitor and coordinate changes with IT to ensure website is up-to-date and relevant information to maintain online presence
    • Monitor blog posts and comments to ensure requests and concerns are addressed and appropriate language is used
    • Monitor posts and responses on Facebook, LinkedIn, Twitter, YouTube, etc.
  • E-mail campaign management
    • Contribute to the management of e-mail campaigns in including assisting with development, scheduling, implementation and execution
    • Complete program performance analysis
  • Database management
    • Develop and create customized reports as delegated by Product Managers and Business Analytics Manager
    • Triage and respond to first level CRM data requests
    • Present basic CRM training during new hire orientation
    • Assist with CRM SOP development
    • Assist with new CRM functionality testing
    • Audit and maintain CRM records to ensure they are accurate and up-to-date

Additional Responsibilities

  • On occasion, management of ad-hoc project request from supervisor
  • Travel of 5% to 10%
  • Attend off-site, after hours work functions as needed

Knowledge, Skills & Abilities:

  • Must have the ability to interact with a wide array of individuals through strong interpersonal and administrative skills
  • Excellent written and verbal communication skills with emphasis on presentation skills
  • Results-oriented with willingness to take responsibility and initiative
  • Analytical and detail-oriented
  • Proficient with Microsoft Office applications especially Excel, Word and PowerPoint
  • One year plus of Salesforce.com experience

Education:

  • Bachelor’s Degree
  • Minimum of 1 year experience in marketing, sales or customer service role, preferably in the healthcare industry

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Customer Service & e-Marketing Coordinator
NOTE : Word and PDF files only please.