Customer Service Specialist

Location: Germany

Resuscitation

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. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job summary:

In the German Customer Service Team you are working as the Customer Service specialist. You are primarily responsible for 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). You should show initiative and maintain good relationships with local Customer Service as well as Finance, tech Service and warehouse colleagues.

Essential Functions:

PRE-SALES

  • generate quotes
  • setup of pricelists in oracle
  • setup of new articles from third party sellers
  • data administration of customer datas in oracle
  • maintain sales territories in Oracle

CUSTOMER CARE

  • deliver a first class customer support that exceeds the expectations of ZOLL and our customers
  • support of general customer requests by phone / email
  • support of customer delivery requests (clarifying with warehouses GER/US)
  • customer complaints (incl. clarifying with according dep)
  • support of customer needs and try to find solutions beneficial for the company and the customer

AFTER-SALES

  • order entry
  • double check of incoming customer orders (e.g. price accuracy)
  • generating SOAs/forwarding to customers
  • generating invoices/distribution to customers
  • review of solvency of new customers
  • keeping track of device (unit) orders

ADMINISTRATION

  • taking care of switchboard and reception
  • assistance of Finance dep regarding monthly dunning run
  • implementation of ISO improvements / generating records of new/old processes

GENERAL Customer Service

  • escalating issues/needs to Customer Service Management
  • support of the sales team (e.g. order/article reports)
  • identify and support necessary system adaptions (Oracle, SFDC)
  • follow the quarter end and fiscal year end policies
  • support international team colleagues
  • maintain order information (and similar) in SFDC
  • job training of new colleagues (if necessary)

Skills Requirements:

  • Customer-orientated work attitude
  • A sound working temperament with the ability to work to tight deadlines
  • stress resistant
  • Ability to work on own initiative
  • Ability to set priorities and meet deadlines
  • Pro-active work, hands-on workattitude
  • Ability to cooperate as a team player, meeting and understanding the needs of different temperaments

Required/Preferred Education and Experience:

  • Educational or university degree
  • 1+ years of experience in the field of internal sales support, preferably in the medical device industry
  • Good verbal and written skills in German and English;
  • PC literate: good MS-Office & Oracle skills

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

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