Customer Service Specialist

ZOLL LifeVest | 42 d ago
Published date Posted on Indeed on Jun 15, 2021

Location: Remote

Resuscitation


ZOLL Medical Corporation, an Asahi Kasei Group company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies.

With products for defibrillation and monitoring, circulation and CPR feedback, data management, fluid resuscitation, and therapeutic temperature management, ZOLL provides a comprehensive set of technologies that help clinicians; EMS and fire professionals and lay rescuers treat victims in need of resuscitation and acute critical care.

ZOLL was founded by Doctor Paul Zoll in 1980 and is headquartered in Chelmsford, Massachusetts.

Based in the Southern Europe (SE) Operations department in Piacenza, Italy, you are working 5 days per week (40 hours) as the Customer Service Administrator. You 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 Sales, Business Partners & operations colleagues (both local and within ZOLL Corporate).

Essential Functions:

  • Ensuring that customer requirements and needs are met within company response times

  • Day-to-day operation of Customer Experience Department for ZOLL Resuscitation products

  • Processing customer quotations and orders accurately within agreed company timescales, Terms & Conditions

  • Meeting and exceeding customer satisfaction targets, minimising customer complaints and actively delivering solutions for customers

  • Properly handle and report customer complaints by following escalating procedures.

  • Completing departmental administration and order management

  • Understand and execute admin tasks related to the sales process

  • Execute outbound campaign on existing customer portfolio

Competencies/ Skills:

  • Must have 3-5+ years solid customer support background, preferably in a capital sales environment.

  • Must be able to effectively communicate (oral and written) in both English, Spanish and Italian

  • This 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 acumen

  • Strong time management and personal organisation skills

  • Customer interfacing and management skills

  • Multi-tasking capability

  • Strong team-building skills

  • Attention to detail

  • Finishing skills

  • Ability to meet deadlines and timescales, ability to work under pressure.

  • Strong administrative and organizational skills to manage process and administration

  • Team player with a can-do attitude, who is motivated to assist colleagues and customers

Education and Experience:

  • Degree in Business Admin and / or foreign languages preferred

  • First experience in working in an office environment

  • Ideally, knowledge of the Government and tender based procurement business

  • Minimum experience with ISO 9001 or 13485 medical device quality system preferred

  • Secure handling of PC/notebook (Microsoft Office applications, and ideally Oracle)

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

ZOLL Medical appreciates and values diversity. We are an Equal Opportunity Employer M/F/D.


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