Customer Service Specialist

Zoll GmbH; Runcorn; On-site; Confidential; Full time

Job summary

A leading medical technology company in Runcorn is seeking a Customer Support Specialist. The role focuses on customer interaction, order processing, and ensuring high customer satisfaction. The ideal candidate has strong communication skills and experience in a customer service environment. Proficiency in Oracle and Microsoft Office is preferred.

Qualifications

• Experience in a customer service environment.
• Excellent communicator at all levels.
• Fluency in written and spoken English is essential.

Responsibilities

• Handle front line customer interaction and order processing.
• Assist in processing customer quotations and orders.
• Meet and exceed customer satisfaction targets.

Skills

Customer service experience

Fluent in written and spoken English

Communication skills

Microsoft Office proficiency

Tools

Oracle

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 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

• 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

Requirements

• 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