Customer Service Specialist

ZOLL Medical Corporation; Runcorn; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Acute Care Technology is looking for a Customer Support Specialist to join their team in Runcorn. The role involves front line customer interaction, managing orders, and enhancing customer satisfaction. Ideal candidates will have strong communication skills, experience in customer service, and proficiency in Microsoft Office and Oracle systems.

Qualifications

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

Responsibilities

• Responsible for front line customer interaction and order processing.
• Process customer quotations and orders accurately.
• Handle and report customer complaints following escalating procedures.

Skills

Customer service skills

Communication

Initiative

Customer focus

Problem-solving

Education

Experience in a customer service environment

Fluency in written and spoken English

Experience with ISO 9001 or 13485 medical device quality system

Tools

Microsoft Office applications

Oracle

Job description

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. 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 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).

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
• Day-to-day 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

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 customer’s organisation
• Minimum experience with ISO 9001 or 13485 medical device quality system preferred

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