Customer Service UK

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

Job summary

ZOLL Medical Corporation’s Acute Care Technology division seeks a Customer Support Specialist for an office-based role in Runcorn. You will handle front-line customer interaction, order processing and service requests, working closely with Sales, Partners and Operations to ensure timely responses.

Responsibilities include processing quotations and orders, fault-finding reports, and maintaining high customer satisfaction by delivering effective solutions and clear communication across the

Qualifications

• Experience in a customer service environment.
• Fluent written and spoken English.
• Proficient with Microsoft Office and Oracle.
• Excellent communicator able to operate across levels of organisations.

Responsibilities

• Nurture and develop centre of customer service excellence.
• Assist customer service sites and liaise with all business functions.
• Ensure customer requirements 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 timescales.
• Process fault finding and create Service Reports.
• Meet and exceed customer satisfaction targets and deliver solutions.
• Triaging basic customer device queries and escalating to Technicians/Engineers.

Skills

Customer service experience

English fluency

Communication skills

Detail-oriented

Tools

Oracle

Microsoft Office

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

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
• Very accurate and capable of mastering complex order processes