Acute Care Technology

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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 excellenceAssist customer service sites and offices and liaise with all business functionsEnsuring that customer requirements and needs are met within company response timesDay-to-day operation of Customer Experience Department for ZOLL Resuscitation productsProcessing customer quotations and orders accurately within agreed company timescales, Terms & ConditionsProcessing fault finding and the creation of Service ReportsMeeting and exceeding customer satisfaction targets, minimising customer complaints and actively delivering solutions for customersProperly handle and report customer complaints by following escalating procedures.Completing departmental administration and order management as requiredAssisting Customers with general product portfolio queriesTriaging 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 environmentSecure handling of PC/notebook (Microsoft Office applications, and ideally Oracle)Languages – fluency in written and spoken English essentialExcellent communicator, able to operate at all levels within both own and customer’s organisationMinimum experience with ISO 9001 or 13485 medical device quality system preferred

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