Customer Service Specialist

As a Customer Support 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 and 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).We provide innovative technologies that make a meaningful difference in peoples lives. Our medical devices software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS hospital public safety and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering worldclass customer service.

Office based role in Runcorn

Description summary:

As a Customer Support 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 and 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)

Tasks

Essential Functions

• 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
• Daytoday operation of Customer Experience Department for ZOLL Resuscitation products
• Processing customer quotations and orders accurately within agreed company timescales Terms & Conditions
• Processing fault finding and the creation of Service Reports
• 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 as required
• Assisting Customers with general product portfolio queries
• Triaging basic Customer device queries (user guide level) and triaging customer technical queries to Technicians/Engineers to complete fault finding and repair routing

Requirements

Required/Preferred Education and Experience

• Experience in working in a customer service environment
• Secure handling of PC/notebook (Microsoft Office applications and ideally Oracle)
• Languages fluency in written and spoken English essential
• Excellent communicator able to operate at all levels within both own and customers organisation
• Minimum experience with ISO 9001 or 13485 medical device quality system preferred