Customer Service Specialist

Description:

At ZOLL, we're passionate about improving patient outcomes and helping save lives.
We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
The Resuscitation 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.
At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.
Join our team. It’s a great time to be a part of ZOLL!
Job Summary

You will be the frontline expert that ensures that customer enquiries and issues are addressed with professionalism and care. You will act as the bridge between the customer and the company, providing support and information while also gathering valuable feedback to enhance products and services. Your role is crucial in fostering customer loyalty and satisfaction through effective communication, problem-solving, and a deep understanding of the company's offerings.

Your role will work as a Customer Service Specialist supporting the customer service function of the business and other office administration.

You will be responsible for the everyday maintenance and management of order entry, Code Data and Expertcare order entry in the ORACLE service module. You are also responsible for managing customer returns of AED’s returned for repair or warranty replacement to Public Safety.

This is a phenomenal opportunity for a Customer Service Professional who cares about making a difference and working with a great team.

Responsibilities

• Order entry and other Customer Service functions, including call taking resolving customer issues etc

• Order entry for all Code Date and ExpertCare orders

• Manager and process customer returns of AED’s returned for repair or warranty replacement

• Customer support for the ZOLL PlusTrac program management tool

• Provide product, customer and Business Partner support as required

• Assist with data recording for measuring quality objectives

• Adhoc projects and project management for the management team

• Receive inbound calls and online email enquiries and work on resolving or transferring enquiry to relevant departments

• Scan and attach individual orders to Oracle

• Maintain Current and new customer contracts

• Coordinate outgoing mail

• Cash sale orders

• Process discount and sample forms

• Manage Code Data orders

• Maintain archiving and Internal Filing

Requirements

• Minimum 5 years of experience working in administration and customer service

• Intermediate skills in Office 365, Word, PowerPoint and Excel

• Oracle experience (preferred)

• Ability to manage ongoing project

• Time management skills

• Strong communication skills.

• Attention to detail.

• Flexible and adaptable to changing needs.

• Creativity

Knowledge, Skills and Abilities

• Excellent telephone skills

• Ability to handle multiple tasks

• Strong organizational skills

• Ability to prioritize work

• PC literate-databases, order processing and spreadsheets

• Proven team player

QA, Environment and Health & Safety

• Commitment to the quality, environment, health and safety and proactively reporting any risks and issues to your Manager or Supervisor

• Carrying out the roles and responsibilities as detailed in the quality, environment, health and safety policies and procedures

• Understanding the company mission, vision, policies, objectives and other requirements of the quality, environment, health and safety management system

• Your involvement is essential in identifying potential hazards that can be eliminated, or minimised, before injuries occur

• Participating in trainings, inductions, and Tool Box Talks

• Take reasonable care for your own health and safety

• Take reasonable care that your acts or omissions do not adversely affect the health and safety of other persons

Additional Job Description

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.