As a Customer Support Specialist areprimarily responsible for front line customer interaction adviceand order processing. You will demonstrate good communicationinitiative and strong customer focus ability and work in closecollaboration with your team colleagues Sales Business Partners andOperations colleagues (both local and within ZOLL Corporate).Receiving customer orders and to get them entered into the Oraclesystem. Also you will handle all customer related requests (likeshipment requests complaints etc).We provide innovativetechnologies that make a meaningful difference in peoples lives.Our medical devices software and related services are usedworldwide to diagnose and treat patients suffering from seriouscardiopulmonary and respiratory conditions.
TheResuscitation division of ZOLL Medical Corporation develops anddelivers innovative lifesaving products and software solutions toEMS hospital public safety and military customers globally. Ourdedicated employees take pride in their commitment to improvingpatient outcomes while delivering worldclass customer service.
Office based role inRuncorn
Descriptionsummary:
As a Customer SupportSpecialist you are primarily responsible for front line customerinteraction advice and order processing. You will demonstrate goodcommunication initiative and strong customer focus ability and workin close collaboration with your team colleagues Sales BusinessPartners and Operations colleagues (both local and within ZOLLCorporate). Receiving customer orders and to get them entered intothe Oracle system. Also you will handle all customer relatedrequests (like shipment requests complaintsetc)
Tasks
EssentialFunctions
* Nurture anddevelop centre of customer serviceexcellence
* Assist customer service sites andoffices and liaise with all businessfunctions
* Ensuring that customer requirementsand needs are met within company responsetimes
* Daytoday operation of Customer ExperienceDepartment for ZOLL Resuscitationproducts
* Processing customer quotations andorders accurately within agreed company timescales Terms &Conditions
* Processing fault finding and thecreation of Service Reports
* Meeting andexceeding customer satisfaction targets minimising customercomplaints and actively delivering solutions forcustomers
* Properly handle and report customercomplaints by following escalatingprocedures.
* Completing departmentaladministration and order management asrequired
* Assisting Customers with generalproduct portfolio queries
* Triaging basicCustomer device queries (user guide level) and triaging customertechnical queries to Technicians/Engineers to complete faultfinding and repairrouting
Requirements
Required/PreferredEducation andExperience
* Experiencein working in a customer serviceenvironment
* Secure handling of PC/notebook(Microsoft Office applications and ideallyOracle)
* Languages fluency in written and spokenEnglish essential
* Excellent communicator ableto operate at all levels within both own and customersorganisation
* Minimum experience with ISO 9001or 13485 medical device quality systempreferred