Customer Service Specialist

Zoll GmbH; Liverpool City Region; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global medical technology company is seeking a Customer Support Specialist in the Liverpool City Region. The role involves front-line customer interaction, advice, and order processing within a team environment. Responsibilities include processing customer orders using Oracle, managing customer complaints, and ensuring excellent service delivery. Ideal candidates will have customer service experience, fluency in English, and strong communication skills. Location is office-based in Runcorn.

Qualifications

• Experience in a customer service environment.
• Fluency in written and spoken English is essential.
• Minimum experience with ISO 9001 or ISO 13485 medical device quality systems preferred.

Responsibilities

• Responsible for front-line customer interaction and order processing.
• Process customer quotations and orders accurately.
• Meet and exceed customer satisfaction targets.

Skills

Customer Service

Communication Skills

Microsoft Office

Oracle

ISO 9001

Job description

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. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class 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, strong customer focus and work in close collaboration with your team colleagues, Sales Business Partners and Operations colleagues (both local and within ZOLL Corporate). You will receive customer orders and enter them into the Oracle system, as well as handle all customer‑related requests (e.g., shipment requests, complaints, etc.).

Tasks

• Nurture and develop a centre of customer service excellence
• Assist customer service sites and offices and liaise with all business functions
• Ensure that customer requirements and needs are met within company response times
• Day‑to‑day operation of the Customer Experience Department for ZOLL Resuscitation products
• Process customer quotations and orders accurately within agreed company timescales, Terms & Conditions
• Process fault finding and create Service Reports
• Meet and exceed customer satisfaction targets, minimise complaints and actively deliver solutions for customers
• Properly handle and report customer complaints by following escalating procedures
• Complete departmental administration and order management as required
• Assist customers with general product portfolio queries
• Triage basic customer device queries (user guide level) and route technical queries to Technicians/Engineers for fault finding and repair routing

Requirements

• Experience in a customer service environment
• Secure handling of PC/notebook (Microsoft Office applications and ideally Oracle)
• Fluency in written and spoken English (essential)
• Excellent communication skills; able to operate at all levels within both own and customers' organisations
• Minimum experience with ISO 9001 or ISO 13485 medical device quality systems preferred

Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type: Employee

Experience: years

Vacancy: 1