Acute Care Technology

About ZOLL

ZOLL is focused on improving outcomes with novel resuscitation and acute critical care technology. Our medical products and software solutions help clinicians, EMS and fire professionals, lay rescuers, and the military provide life-saving care every day. ZOLL delivers technology that advances emergency care and benefits patients.

You will be the frontline expert that ensures that customer enquiries and issues are addressed with professionalism and care. You will act as the bridge between the customer and the company, providing support and information while also gathering valuable feedback to enhance products and services. Your role is crucial in fostering customer loyalty and satisfaction through effective communication, problem-solving, and a deep understanding of the company's offerings.

Your role will work as a Customer Service Specialist supporting the customer service function of the business and other office administration.

The Opportunity

We are excited to offer an opportunity for an experienced and enthusiastic Customer Service Manager to join our ANZ team based in Sydney. This position is perfect for a candidate looking for a balanced role that offers flexibility without compromising on challenge, development, or the chance to contribute to meaningful work.

You’ll be the first point of contact for many of our valued customers—providing outstanding support, resolving inquiries, and helping ensure that every interaction with ZOLL is a positive one. You’ll be responsible for the Customer Service Team and a range of customer service and administrative tasks that support our mission and help the team function smoothly.

Located in St Leonards, this is a phenomenal opportunity for a Customer Service Professional who cares about making a difference and working with a great team.

Responsibilities

• Management of ZOLL Customer Service Team in Sydney
• Management of Specific customer accounts
• Order entry and other Customer Service functions, including call taking resolving customer issues etc
• Management of ZOLL’s info email inbox including :

• Allocation of orders and queries
• Resolving queries and complaints

• Manage Workload of Customer Service Team
• Management of ZOLL’s Customer Backlog :

• Resolving order issues and holds preventing shipping
• Ensuring orders and entered and booked
• Managing scheduled ship dates

• Provide product, customer and Business Partner support as required
• Receive inbound calls and online email enquiries and work on resolving or transferring enquiry to relevant departments
• Order entry for all Code Data and ExpertCare orders
• Manage and process customer returns
• Customer support for the ZOLL PlusTrac program management tool
• Assist with data recording for measuring quality objectives
• Adhoc projects and project management for the management team
• Coordinate outgoing mail and ordering of stationery
• Cash sale orders
• Maintain archiving and Internal Filing

• Minimum 5 years of experience working in administration and customer service
• Intermediate skills in Office 365, Word, PowerPoint and Excel
• Oracle experience (preferred)
• Ability to manage ongoing project
• Time management skills
• Strong communication skills.
• Attention to detail.
• Flexible and adaptable to changing needs.
• Creativity
• People management skills

• Commitment to the quality, environment, health and safety and proactively reporting any risks and issues to your Manager or Supervisor
• Carrying out the roles and responsibilities as detailed in the quality, environment, health and safety policies and procedures
• Understanding the company mission, vision, policies, objectives and other requirements of the quality, environment, health and safety management system
• Your involvement is essential in identifying potential hazards that can be eliminated, or minimised, before injuries occur
• Participating in trainings, inductions, and Toolbox Talks
• Take reasonable care for your own health and safety
• Take reasonable care that your acts or omissions do not adversely affect the health and safety of other persons