Customer Experience Partner - Hospital & EMS

ZMC-GB ZOLL United Kingdom; Runcorn; Remoto; GBP 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

The ZOLL Medical Corporation Acute Care Technology division in the United Kingdom seeks a Customer Experience Partner for Hospital and EMS to act as a concierge-style commercial support contact for key customers across the UK, delivering proactive communication and operational excellence.

You will manage orders, prepare commercial reporting and analysis, and identify opportunities to enhance customer satisfaction and revenue growth.

Competenze

• 2–4 years of experience partnering with customers, in a commercial/sales support role.
• Experience with CRM and ERP systems; Salesforce and Oracle preferred.
• Strong analytical and reporting capabilities using Microsoft Excel.

Mansioni

• Serve as a customer liaison for Hospital and EMS customers in the UK.
• Manage customer communications related to orders and deliveries.
• Prepare monthly commercial reports and analyze sales trends.
• Identify opportunities to enhance customer satisfaction and revenue growth.
• Coordinate with Sales, Customer Service, Supply Chain, Logistics and Finance.

Conoscenze

Customer relationship management

Analytical skills

Excellent communication

Strumenti

Salesforce

Oracle

Excel

Descrizione del lavoro

Acute Care Technology

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.

Customer Experience Partner - Hospital and EMS

The Customer Experience Partner - Hospital and EMS will act as a customer liaison for key Hospital and EMS customers across the United Kingdom. This role serves as a concierge-style commercial support function focused on delivering exceptional customer experience, proactive communication, and operational excellence. Travel 20% - including occasonal visits to our Runcorn HQ.

Job Summary

The successful candidate will support customer service activities, manage customer communications related to orders and deliveries, prepare commercial reporting and analysis, and identify opportunities to enhance customer satisfaction and revenue growth. The role requires strong relationship management, commercial awareness, analytical capability, excellent communication skills, and a customer-first mindset.

Essential Functions

Serve as the primary customer partner for sales and customer support contact for key Hospital and EMS customers across Germany.

Demonstrate excellent verbal and written communication skills in all customer and internal interactions.

Deliver a high-quality concierge experience through responsive and professional customer engagement.

Handle inbound customer calls, emails, and enquiries related to orders, deliveries, product availability and general account support.

Proactively communicate order status updates, shipment information, delays, and resolution timelines to customers.

Coordinate closely with Sales, Customer Service, Supply Chain, Logistics, and Finance teams to ensure seamless customer support.

Prepare and maintain monthly customer order reports and commercial performance summaries.

Analyse ordering patterns, sales trends, and customer activity to identify growth opportunities and areas for improvement.

Support the German Hospital and EMS sales team, where appropriate, with order management, account administration, and sales follow-up activities.

Maintain accurate customer and sales related data within CRM (Salesforce).

Assist in the implementation of customer retention and customer satisfaction initiatives.

Identify opportunities to improve internal processes and customer experience.

Support revenue growth initiatives through proactive customer engagement and commercial insight.

Ensure compliance with company policies, quality standards, and applicable regulatory requirements.

Required/Preferred Education and Experience

Minimum 2-4 years of experience in partnering with customers, customer service, sales support, or commercial operations. Experience working within medical devices, healthcare, hospital, EMS, or a regulated industry preferred. Proven experience managing customer relationships and supporting commercial sales activities. Experience with CRM and ERP systems required; experience with Salesforce and Oracle preferred. Strong analytical and reporting experience, including proficiency with Microsoft Excel. #LI-AK1

ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. For more information, visit www.zoll.com. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries. For more information, visit www.asahi-kasei.co.jp/asahi/en/.