Customer Service Specialist

2 mesi fa

Piacenza, Italia Zoll Medical Corporation A tempo pieno

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.

Join our team. It’s a great time to be a part of ZOLL

**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 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
- 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

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