Resuscitation, ZOLLMED.com

As a Customer Service Specialist are primarily responsible for front line customer interaction, advice and order processing. You will demonstrate good communication, initiative and strong customer focus ability and work in close collaboration with your team colleagues, Sales, Business Partners & operations colleagues (both local and within ZOLL Corporate). receiving customer orders and to get them entered into the Oracle system. Also, you will handle all customer related requests (like shipment requests, complaints, etc).

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You'll have a career—and a purpose.

Job Summary:

In the Customer Service Team you are working as the Customer Service Specialist. You are primarily responsible for for front line customer interaction, advice and order processing. You will demonstrate good communication, initiative and strong customer focus ability and work in close collaboration with your 2 team members, Sales, Business Partners & operations colleagues (both local and within ZOLL Corporate).  You will receive customer orders and to get them entered into the Oracle system. Also you will handle all customer related requests (like shipment requests, complaints, etc). You should show initiative and maintain good relationships with local Customer Service as well as Finance, Tech Service and Warehouse colleagues.

Essential Functions:

Location: SE (Piacenza)Reporting to: Regional Customer Service ManagerNurture and develop centre of customer service excellenceAssist customer service sites and offices and liaise with all business functionsEnsuring that customer requirements and needs are met within company response timesDay-to-day operation of Customer Experience Department for ZOLL Resuscitation productsProcessing customer quotations and orders accurately within agreed company timescales, Terms & ConditionsMeeting and exceeding customer satisfaction targets, minimising customer complaints and actively delivering solutions for customersProperly handle and report customer complaints by following escalating procedures.Completing departmental administration and order managementUnderstand and execute admin tasks related to the sales processExecute outbound campaign on existing customer portfolio

Primary Functions:

PRE-SALES

Generate quotesSet up of pricelists in oracleSet up of new articles from third party sellersData administration of customer data in oracleMaintain sales territories in Oracle

CUSTOMER CARE

Deliver a first-class customer support that exceeds the expectations of ZOLL and our customersSupport of general customer requests by phone / emailSupport of customer delivery requests (clarifying with warehouses GER/US/Netherlands/UK)Customer complaints (incl. clarifying with according dep)Support of customer needs and try to find solutions beneficial for the company and the customer

AFTER-SALES

Order entryDoublecheck of incoming customer orders (e.g. price accuracy)Generating SOAs/forwarding to customersGenerating invoices/distribution to customersReview of solvency of new customersKeeping track of device (unit) orders

ADMINISTRATION

Taking care of switchboard and receptionAssistance of Finance dep regarding monthly dunning runImplementation of ISO improvements / generating records of new/old processes

GENERAL Customer Service

Mentoring of team colleaguesEscalating issues/needs to Customer Service ManagementSupport of the sales team (e.g. order/article reports)Identify and support necessary system adaptions (Oracle)Follow the quarter end and fiscal year end policies and keep an eye on team colleagues committing as wellSupport international team colleaguesMaintain order information (and similar) in SFDCJob training of new colleagues

Key Metrics:

Customer ServiceCustomer service levels/order fill ratesNext day deliveryInventory TurnsShipments per headShipment accuracyInventory write-off levelsInventory accuracy (value & volume)

Skills Requirements:

Must have 3-5 years solid customer support background, preferably in a capital sales environment.Ability to communicate effectively (oral and written) in both English and French is preferableThis position requires the ability to learn, retain, and apply complete knowledge of ZOLL Corporate Policies and Procedures and company-wide operation procedures (i.e. Sales Order Flow Procedures, Approval Process, Shipping Procedures, and Warranty Procedures).Commercial judgement and acumenStrong time management and personal organisation skillsCustomer interfacing and management skillsMulti-tasking capabilityStrong team-building skillsAttention to detailFinishing skillsAbility to meet deadlines and timescales, ability to work under pressure.Strong administrative and organizational skills to manage process and administrationTeam player with a can-do attitude, who is motivated to assist colleagues and customers

Commercial

Customer-orientated work attitudeA sound working temperament with the ability to work to tight deadlinesstress resistantAbility to work on own initiativeAbility to set priorities and meet deadlinesPro-active work, hands-on work attitudeAbility to cooperate as a team player, meeting and understanding the needs of different temperaments

Goal-driven and results-orientatedTrack record of supporting a capital medical sales forceConsensus-based management styleFluent in relevant market primary languages (Italian/French/Spanish etc.) and English to an exceptional standard, other languages,Ability to work under own initiative, setting and achieving targetsGood problem solving and creative skillsAbility to set priorities and activity to deadlinesStrong administrative and organizational skills

Competencies and educational requirements:

Bachelor degree or equivalent preferredMinimum 3 years in the field of sales and technical service environment, preferably in the healthcare sector   Experience in warehouse and logistics administration, including five years in a supervisory or management capacity.Knowledge of Oracle ERP required.PC literate -MS Office, Crystal, etcProject managementChange agentTime management and personal organisation skillsStrong interpersonal skillsPresentation skillsFinishing skills

Personal

Continuous improvement mind-setStrong ethicsTeam-playerHigh personal standardsHigh self-disciplineResilience and tenacityHigh levels of energyAbility to inspire and energise othersHigh personal credibility and gravitas both internally and externallySubject matter expertise in Logistics models, services and practisesExcellent communicator, able to operate at all levels within both own and customer’s organisationSelf-motivationTenacity and resilienceAssertivenessDiscernment and commercial judgement

Required/Preferred Experience:

Finished a professional degreeFirst experience in working in an office environmentIdeally, knowledge of the Government and tender based procurement businessMinimum experience with ISO 9001 or 13485 medical device quality system preferredSecure handling of PC/notebook (Microsoft Office applications, and ideally Oracle)Languages – fluency in written and spoken English and French essential

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.