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 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 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

Primary Functions:

PRE-SALES

• Generate quotes
• Set up of pricelists in oracle
• Set up of new articles from third party sellers
• Data administration of customer data in oracle
• Maintain sales territories in Oracle

CUSTOMER CARE

• Deliver a first-class customer support that exceeds the expectations of ZOLL and our customers
• Support of general customer requests by phone / email
• Support 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 entry
• Doublecheck of incoming customer orders (e.g. price accuracy)
• Generating SOAs/forwarding to customers
• Generating invoices/distribution to customers
• Review of solvency of new customers
• Keeping track of device (unit) orders

ADMINISTRATION

• Taking care of switchboard and reception
• Assistance of Finance dep regarding monthly dunning run
• Implementation of ISO improvements / generating records of new/old processes

GENERAL Customer Service

• Mentoring of team colleagues
• Escalating issues/needs to Customer Service Management
• Support 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 well
• Support international team colleagues
• Maintain order information (and similar) in SFDC
• Job training of new colleagues

Key Metrics:

• Customer Service
  • Customer service levels/order fill rates
  • Next day delivery
  • Inventory Turns
  • Shipments per head
  • Shipment accuracy
  • Inventory write-off levels
  • Inventory 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 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
• 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

Commercial

• Customer-orientated work attitude
• A sound working temperament with the ability to work to tight deadlines
• stress resistant
• Ability to work on own initiative
• Ability to set priorities and meet deadlines
• Pro-active work, hands-on work attitude
• Ability to cooperate as a team player, meeting and understanding the needs of different temperaments

• Goal-driven and results-orientated
• Track record of supporting a capital medical sales force
• Consensus-based management style
• Fluent 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 targets
• Good problem solving and creative skills
• Ability to set priorities and activity to deadlines
• Strong administrative and organizational skills

Competencies and educational requirements:

• Bachelor degree or equivalent preferred
• Minimum 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, etc
• Project management
• Change agent
• Time management and personal organisation skills
• Strong interpersonal skills
• Presentation skills
• Finishing skills

Personal

• Continuous improvement mind-set
• Strong ethics
• Team-player
• High personal standards
• High self-discipline
• Resilience and tenacity
• High levels of energy
• Ability to inspire and energise others
• High personal credibility and gravitas both internally and externally
• Subject matter expertise in Logistics models, services and practises
• Excellent communicator, able to operate at all levels within both own and customer’s organisation
• Self-motivation
• Tenacity and resilience
• Assertiveness
• Discernment and commercial judgement

Required/Preferred Experience:

• Finished a professional degree
• 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)
• 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.