Customer Service Representative

Acute Care Technology

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 Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. 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

Processing orders received by Phone, Fax and Email in the ORACLE ERP system. Support outside Sales Representatives with quote generation as well as accurate information on orders and returns. Provide Customers with detailed, accurate information on status of purchase orders, sales orders, returns, credits, and shipping, via telephone or email. Ensure Customers' needs are taken care of within the standards of performance set by management. Interact with various departments regularly to achieve the best results for the Customer. Support Sales team in the coordination and compilation of RFP, RFQ and RFI responses.

Essential Functions

• Generate and modify customer quotes as requested by Sales Representatives and management.
• Promptly answer inbound phone calls for customers.
• Process orders received via phone, fax, mail, and e-mail.
• Qualify and execute credit, invoice-only and return authorization requests
• Provide accurate, professional and responsive support to customers, sales representatives and all other personnel within the organization at all levels.
• Provide verbal, faxed and email order confirmations upon request by the customer.
• Collaborate with colleagues and stakeholders to gather required information to produce an RFP response.
• Communicate effectively with other departments to ensure timelines are met.

Required/Preferred Education and Experience

• Must have 3-5 years solid customer support background, preferably in a capital sales environment.

Knowledge, Skills and Abilities

• Must be able to effectively communicate (oral and written) in both English
• This position requires the ability to learn, retain, and apply complete knowledge of ZOLL Corporate Policies and Procedures and company-wide operation procedures (i.e., Sales Order Flow Procedures, Approval Process, Shipping Procedures, and Warranty Procedures).

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.