Customer Service Specialist

Overview

Acute Care Technology – the division of ZOLL Medical Corporation that develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally.

Office based in Runcorn.

• Front‑line customer interaction, advice, and order processing.
• Collaborate with team members, Sales, Business Partners, and Operations colleagues both locally and within ZOLL Corporate.
• Enter customer orders into the Oracle system and manage shipment requests, complaints, and other customer‑related requests.
• Assist customer service sites and offices and liaise with all business functions to nurture and develop a centre of customer service excellence.
• Ensure that customer requirements and needs are met within company response times and agreed timescales.
• Process customer quotations and orders accurately within agreed company timescales, following Terms & Conditions.
• Process fault finding and create Service Reports.
• Meet and exceed customer satisfaction targets, minimise complaints, and actively deliver solutions for customers.
• Properly handle and report customer complaints by following escalating procedures.
• Complete departmental administration and order management as required.
• Assist customers with general product portfolio queries.
• Triage basic customer device queries (user‑guide level) and route technical queries to Technicians/Engineers for fault finding and repair routing.

• Experience in a customer service environment.
• Secure handling of PC/notebook and proficiency in Microsoft Office applications, ideally Oracle.
• Fluency in written and spoken English.
• Excellent communicator, able to operate at all levels within both own and customer’s organisation.
• Strong customer focus, initiative, and proactive communication.