Customer Service Specialist

Overview

Acute Care Technology - the division of ZOLL Medical Corporation that develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally.

Location

Office based in Runcorn.

Responsibilities

• Front line customer interaction, advice, and order processing.
• Collaborate with team members, Sales, Business Partners, and Operations colleagues both locally and within ZOLL Corporate.
• Enter customer orders into the Oracle system and manage shipment requests, complaints, and other customer related requests.
• Assist customer service sites and offices and liaise with all business functions to nurture and develop a centre of customer service excellence.
• Ensure that customer requirements and needs are met within company response times and agreed timescales.
• Process customer quotations and orders accurately within agreed company timescales, following 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.

Qualifications

• Experience in a customer service environment.
• Secure handling of PC/notebook and proficiency in Microsoft Office applications, ideally Oracle.
• Fluency in written and spoken English.
• Excellent communicator, able to operate at all levels within both own and customer's organisation.
• Strong customer focus, initiative, and proactive communication.