Customer Service Representative (m/f/x)

IRL 3M Healthcare EMEA Export Limited; Leinster; On-site; EUR 30,000 - 42,000; Full time

Job summary

Solventum seeks a Customer Service Representative to support NPWT in UK & IRL from Citywest, Dublin. You will handle orders, inquiries and complaints across multiple channels, delivering excellent service to healthcare customers.

Ideal candidates have 3+ years in customer service, ERP/CRM exposure (SAP, Oracle, Salesforce) and strong communication skills. Onsite work and Ireland/UK holidays apply, with a focus on accuracy and collaboration.

Qualifications

• Bachelor’s Degree or High School Diploma with relevant experience.
• 3+ years in multichannel customer service and inside sales or contact center is a plus.
• Experience with ERP/CRM systems such as SAP, Oracle, Salesforce is desirable.

Responsibilities

• Provide professional customer service via phone, email, and online portal.
• Process orders accurately and manage delivery deadlines and inquiries.
• Record, escalate and resolve complaints; cooperate with operations, logistics, sales and finance.
• Share product portfolio information and promote the service offering.

Skills

Multichannel customer service

Customer orientation

ERP systems experience

CRM systems experience

Communication skills

Education

Bachelor’s degree or high school diploma with experience

Tools

SAP

Oracle

Salesforce

Job description

At Solventum, we improve lives by helping healthcare professionals do their best work. Join a team using innovation and insight to make a real impact on the future of healthcare. All roles listed are with Solventum, and we’re committed to protecting your personal information—learn more in our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/

Job Description

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

The job holder supports the NPWT business in UK & IRL as a member of the front-line customer service team by providing excellent customer service. Through unrestricted customer orientation, the job holder offers the ultimate customer experience with every contact. The target is 99.5% order accuracy, at least 95% call quality and a 100% rate of processing and resolution of complaints. The most important contacts are the customers externally and internally, including the sales, marketing, finance, all participants in the supply chain and the field service. The Customer Service Representatives NPWT UK & IRL – are reporting into the NPWT Customer Service Team Lead UK & IRL, reporting into the NPWT CS Manager EMEA. The NPWT CS Manager EMEA reports to the Senior Manager, Customer Operations EMEA, Medical Surgical Business. As a(n) (NPWT) Customer Service Representative, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Professional support of our customers from the healthcare industry by phone, email and via an Online Ordering Portal (future state)
• Punctual and accurate processing of orders and inquiries, considering customer requirements and internal delivery deadlines (Cut-offs for therapy units and disposable sales)
• Tracking and control of delivery dates as well as clarification of outstanding deliveries
• Efficient and effective recording, escalation and resolution of complaints
• Close cooperation with operations, logistics, sales & finance with the aim of providing maximum customer service as a team; but also, to relieve the sales department of administrative activities
• Ensuring comprehensive customer information about the product portfolio, promotional activities and the corresponding service offering
• Customer orientation both within the department and the organization, as well as outside Continuous improvement attitude when it comes to process improvement within the daily work & processes as well as cross function processing
• Taking up internal Super User or Specialist tasks once ready

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s Degree or High School Diploma with relevant experience
• A commercial apprenticeship or relevant professional experience in the field of customer service (at least 3 years) and exposure to multichannel customer service
• Professional experience in internal sales or inside sales or contact center can be an advantage AND

In addition to the above requirements, the following are also required:

• A structured and reliable way of working, as well as care and accuracy
• High level of service and customer orientation combined with a goal-oriented communication style
• Enjoyment of direct customer contact and a high level of service
• Assumption of personal responsibility for the satisfaction of the customer
• Supporting and enjoying changing and fast past environments
• Empathy and ability to listen
• Friendliness and a competent charisma – especially on the phone
• Good verbal and written language
• Ideally, you have experience in dealing with ERP systems (e.g. SAP, Oracle) and CRM systems (e.g. Salesforce.com) Enjoyment of working in an international environment and, above all, in a team

Work location: Citywest, Dublin

Work Type: Onsite

Bank Holidays: Ireland & UK bank holidays are worked on a rotational basis

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Diversity & Inclusion(*)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.

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A new healthcare company with a rich history. With more than 70 years of delivering healthcare innovations, we continue to move the industry forward by helping to solve our customers’ biggest challenges. 20,000+ employees worldwide. Solventum relies on the courage and the boundless insights of professionals worldwide to achieve exceptional results for our customers and those who rely on them. Healthcare that leads with heart and humility starts with listening and never finishes, only evolves. As long as healthcare challenges remain unsolved, we will be here, united by empathy and a relentless belief that countless lives are improved through our work. Operations in 38 countries. Driven by our dedication to improved outcomes for all we serve, we break through by making unprecedented connections that impact lives. In more than 300 offices and facilities around the world, we work closely with customers and partners to create positive healthcare outcomes that transcend borders. To realize our shared vision, we harness diverse talents and perspectives from every background to not only address our customers' most urgent priorities but anticipate the needs of the future