Customer Service Specialist

Customer Service Specialist
Apply remote type: Hybrid
locations: IT Piacenza
time type: Full time
posted on: Posted 2 Days Ago
job requisition id: R14081
As a Customer Service Specialist, 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 your team colleagues, Sales, Business Partners & operations colleagues (both local and within ZOLL Corporate). You will receive customer orders and get them entered into the Oracle system. You will also 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.
Job Summary:
In the Customer Service Team, you are working as the Customer Service Specialist. 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 your team members, Sales, Business Partners & operations colleagues (both local and within ZOLL Corporate). You will receive customer orders and get them entered into the Oracle system. You will also 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 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 department)
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 department 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 adaptations (Oracle)
Follow 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.
Commercial judgment and acumen
Strong time management and personal organization 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-oriented 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
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 organization 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 energize others
High personal credibility and gravitas both internally and externally
Subject matter expertise in Logistics models, services, and practices
Excellent communicator, able to operate at all levels within both own and customer’s organization
Self-motivation
Tenacity and resilience
Assertiveness
Discernment and commercial judgment
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.

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