Customer Service - International Order Management

Location: Cheshire, United Kingdom


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.

Job Summary:

In a hybrid role from our Runcorn, UK office you will be a key part of the International Order Management team. This role will suit a customer service professional interested in establishing themselves in a matrix environment.

Specific Order Management experience not required - extensive training provided within order management.

Primary Purpose:

  • Responsible for review, entry, and fulfillment of international customer purchase orders..

  • Process orders received using ORACLE.

    • Review purchase orders for part number accuracy

    • Review & transact RMA, Credit, and Bill Only requests

    • Resolve order related issues with customers and/or sales personnel

    • Create Pro-Forma invoices as needed

    • Review and manage order pool and review backlog on a daily basis

  • Work in conjunction with Technical Service Department to address customer's needs from both a product understanding and ordering perspective.

  • Carefully document unique customer requirements and ensure requirements are communicated to responsibly parties.

  • Supply Logistics with any documents required to expedite the shipping process.

  • Work closely with District/Region Sales Managers and their teams to create and maintain complete customer satisfaction..

  • Perform order-level margin analysis as requested.

Skill Requirements:

  • 2-3+ years customer service experience

  • Proven excel experience required for weekly reporting and ideally worked with a CRM system (Oracle)

  • Export documentation knowledge advantageous

  • Attention to detail and able to work independently are keys to success

  • Ability to multi-task, comprehend complex configurations and follow up.

  • 10% travel - once annually to the US and occasionally within Europe if required