Customer Service Specialist

4 settimane fa

Piacenza, Italia Zoll Medical Corporation A tempo pieno

Customer Service Specialist - Contract/Temp
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 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. You will receive customer orders and enter them 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)

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 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 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 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

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 practices

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.

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