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.

 

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 Manager

• Nurture and develop centre of customer service excellence

• Assist customer service sites and offices and liaise with all business functions

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

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

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 preferable

• 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

• 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

• Fluent in relevant market primary languages (Italian/French/Spanish etc.) and English to an exceptional standard, other languages,