Customer Service Specialist

Location: Cheshire, United Kingdom

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ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest.

Customer Service Specialist

Location: Runcorn (office based)

Primary Purpose:

  • Processing orders received by Phone, Fax and Email in the ORACLE ERP system.

  • Support outside Sales Representatives with quote generation as well as accurate information on orders and returns.

  • Provide Customers with detailed, accurate information on status of purchase orders, sales orders, returns, credits, and shipping; via telephone or email.

  • Ensure Customers’ needs are taken care of within the standards of performance set by management.

  • Interact with various departments regularly to achieve the best results for the Customer.

  • Support Sales team in the coordination and compilation of RFP, RFQ and RFI responses.

Primary Functions:

  • Total Order Management:

    • Generate and modify customer quotes as requested by Sales Representatives and management.

    • Promptly answer inbound phone calls for customers.

    • Process orders received via phone, fax, mail, and e-mail.

    • Qualify and execute credit, invoice-only and return authorization requests

  • Provide accurate, professional and responsive support to customers, sales representatives and all other personnel within the organization at all levels.

  • Provide verbal, faxed and email order confirmations upon request by the customer.

  • Collaborate with colleagues and stakeholders to gather required information to produce an RFP response.

  • Communicate effectively with other departments to ensure timelines are met.

  • Perform other administrative tasks within the ZOLL Canada office as required.

Competencies:

  • Must have 3-5 years solid customer support background, preferably in a capital sales environment.

  • Fluent communication (oral and written) in English

  • This position requires the ability to learn, retain, and apply complete knowledge of ZOLL Corporate Policies and Procedures and company-wide operation procedures (i.e. Sales Order Flow Procedures, Approval Process, Shipping Procedures, and Warranty Procedures).

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V.