International Customer Service Manager

Location: Chelmsford, MA, United States of America

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 this critical business & customer facing role, you will lead order management activities within our headquarter-based International Customer Order Management team.  In addition to managing orders that are processed through our headquarters-based team, you will provide Subject Matter Expertise in International Order Management as you liaison with colleagues worldwide for orders processed through ZOLL’s subsidiaries.  The expertise that you build in International Order Management processes, the respective integration points throughout the business to that enable timely processing and communication, and your knowledge of order processing in ORACLE will contribute to continuously improving our customer experiences around the world.

Essential Functions:

  • Manage International Customer Service staff in an on-site, hybrid, and/or remote work environment, including:

    • Direct and support personnel to enable excellent customer experiences.

    • Manage schedules ensuring appropriate coverage and acceptable response time.

    • Conduct periodic employee evaluations and reviews.

    • Lead regular team meetings.

    • Identify learning opportunities, develop and provide training when required.

    • Prioritize and monitor work through the department.

    • Track, report, and analyze metrics. Use metrics to manage business and implement business process improvements.

  • Manage International Order Management Process and Procedures documents.  Work closely with ZOLL International Subsidiaries to ensure appropriate levels of collaboration, quality, and training.  Ensure adherence to global process.

  • Gather and review information through reports, regular meetings, and interpersonal interactions to manage the timely and accurate execution of customer orders.  Support prioritization of the International Backlog, working closely with manufacturing to ensure high levels of customer satisfaction while balancing business realities.

  • Provide leadership in the identification, tracking and resolution of customer issues of varying scope, and providing training as necessary.

  • Identify and Manage process improvement opportunities as they arise.  Execute special projects as assigned.

  • Set consistent example for staff, embracing the ZOLL Leadership Values and promoting highest standards of Customer Service.

Skills Required

  • Excellent communication skills - Clearly and concisely conveys ideas and information to others.  Communicates openly, with transparency and listens thoughtfully to understand diverse perspectives while inspiring teams globally to manage orders compliant with ZOLL Policies and Procedures.

  • Detail Oriented – Comprehends complex product configurations & executes with a high level of attention to detail.

  • Values Diversity – Collaborates effectively to create results both locally and globally.

  • Leadership – Motivation to lead a team of customer service professionals in achieving their goals.  Proven ability to work with others to identify root cause(s) of customer issues as they arise, recommend options for resolution, and execute tasks needed to resolve the problem.

  • Time Management – Effectively turns long term goals into short-term tasks and plans, with a proven ability to:

    • Manage and complete projects within specified timeframes

    • Work on several competing tasks and manage a wide scope of activities

    • Manage and complete projects within unstructured environments.

Preferred Education & Experience:

  • BS in Business Administration or equivalent experience.

  • Previous supervisory experience required.

  • Proven track record successfully navigating across departments.

  • Previous ERP experience required.

  • Microsoft proficient (Excel, PowerPoint, Word, Outlook).

  • Experience working in a regulated industry, supporting a worldwide footprint preferred.

  • Data analysis experience preferred.

  • Oracle 11i and Oracle Cloud experience preferred.

  • Salesforce.com experience preferred.

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.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.