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 ManagerNurture and develop centre of customer service excellenceAssist customer service sites and offices and liaise with all business functionsEnsuring that customer requirements and needs are met within company response timesDay-to-day operation of Customer Experience Department for ZOLL Resuscitation productsProcessing customer quotations and orders accurately within agreed company timescales, Terms & ConditionsMeeting and exceeding customer satisfaction targets, minimising customer complaints and actively delivering solutions for customersProperly handle and report customer complaints by following escalating procedures.Completing departmental administration and order managementUnderstand and execute admin tasks related to the sales processExecute outbound campaign on existing customer portfolioPrimary Functions: PRE-SALES
Generate quotesSet up of pricelists in OracleSet up of new articles from third party sellersData administration of customer data in OracleMaintain sales territories in OracleCUSTOMER CARE
Deliver first-class customer support that exceeds the expectations of ZOLL and our customersSupport of general customer requests by phone/emailSupport 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 customerAFTER-SALES
Order entryDoublecheck of incoming customer orders (e.g. price accuracy)Generating SOAs/forwarding to customersGenerating invoices/distribution to customersReview of solvency of new customersKeeping track of device (unit) ordersADMINISTRATION
Taking care of switchboard and receptionAssistance of Finance department regarding monthly dunning runImplementation of ISO improvements/generating records of new/old processesGENERAL Customer Service: Mentoring of team colleaguesEscalating issues/needs to Customer Service ManagementSupport 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 wellSupport international team colleaguesMaintain order information (and similar) in SFDCJob training of new colleaguesKey Metrics: Customer ServiceCustomer service levels/order fill ratesNext day deliveryInventory TurnsShipments per headShipment accuracyInventory write-off levelsInventory 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 preferableThis 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 acumenStrong time management and personal organization skillsCustomer interfacing and management skillsMulti-tasking capabilityStrong team-building skillsAttention to detailFinishing skillsAbility to meet deadlines and timescales, ability to work under pressure.Strong administrative and organizational skills to manage process and administrationTeam player with a can-do attitude, who is motivated to assist colleagues and customersCommercial: Customer-oriented work attitudeA sound working temperament with the ability to work to tight deadlinesStress resistantAbility to work on own initiativeAbility to set priorities and meet deadlinesPro-active work, hands-on work attitudeAbility to cooperate as a team player, meeting and understanding the needs of different temperamentsCompetencies and Educational Requirements: Bachelor degree or equivalent preferredMinimum 3 years in the field of sales and technical service environment, preferably in the healthcare sectorExperience 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 managementChange agentTime management and personal organization skillsStrong interpersonal skillsPresentation skillsFinishing skillsPersonal: Continuous improvement mind-setStrong ethicsTeam-playerHigh personal standardsHigh self-disciplineResilience and tenacityHigh levels of energyAbility to inspire and energize othersHigh personal credibility and gravitas both internally and externallySubject matter expertise in Logistics models, services, and practicesExcellent communicator, able to operate at all levels within both own and customer's organizationSelf-motivationTenacity and resilienceAssertivenessDiscernment and commercial judgmentRequired/Preferred Experience: Finished a professional degreeFirst experience in working in an office environmentIdeally, knowledge of the Government and tender based procurement businessMinimum experience with ISO 9001 or 13485 medical device quality system preferredSecure handling of PC/notebook (Microsoft Office applications, and ideally Oracle)Languages – fluency in written and spoken English and French essentialZOLL 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.

#J-18808-Ljbffr