• International Order Management Representative

    Job Locations NL-ELST  | DE-Cologne  | UK-Cheshire-Runcorn
    Job ID
    Customer Service/Support
  • Overview

    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:

    The International Customer Service Representative is responsible for general Order Management functions for a designated group of International customers.


    This position will be located at a ZOLL office in Europe, but reporting to the Manager of International Customer Service, located in Chelmsford, MA. The individual will support ZOLL Business Partners in Europe, Middle East, Africa and Russia.



    Provide accurate and timely service to all International Customers via the following:

    • Review purchase orders, resolve any issues/discrepancies and enter into Oracle Order Management.
      • Determination of ZOLL part numbers based on customer descriptions.
      • Verify terms and conditions.
      • Obtaining Chelmsford Accounting approval prior to order entry.
      • Obtaining Sales Managers approval for no charge items.
      • Obtaining Management approval for orders over $25K.
    • Send Sales Order Acknowledgements to customer and Sales Representatives once orders are booked.
    • Monitor and manage backlog daily for designated customers, follow the execution of orders until shipment.
      • Maintain and share information as needed.
      • Notify customer of scheduled date changes provided from planning.
    • Assist in the preparation and completion of customer-unique documents required to ship orders.
    • Expedite and coordinate priority orders with supplying warehouses in USA and Europe.
    • Capture and record customer issues, enter into International Complaints Database.
      • Seek improvement to our processes to reduce customer complaints and increase customer satisfaction.
    • Enter new part number requests and follow up.
    • Maintain high levels of relevant communication inside and outside the International Customer Service team.
      • Establish relationships with key functions within Chelmsford Operations.
        • Expedite and coordinate orders from Chelmsford planning through Chelmsford logistics.
      • Provide proforma invoices to customers upon request.
      • Provide responsive, professional service to both Internal and External Customers.
      • Follow regulatory rules as they relate to the International Customer Service.
      • Provide management with Sales Order reports/Shipment reports as needed.
      • Research and submit requests to Chelmsford Service for shipping errors, short shipments and other various order issues
      • Provide backup and assistance to International Customer Service Manager and colleagues as needed.
      • Other duties as assigned.
      • Required to work up until 12:00 AM, EST (Eastern Standard Time) on last day of quarter, which could be a Saturday or Sunday.



    Skill Requirements:

    • Fluency in written and spoken English required.
    • Multilingual Preferred
    • Oracle ERP skills and experience.    
    • Proficiency in Microsoft Word, Outlook and Excel.  
    • International experience.
    • Experience in dealing with different cultures in a business environment.
    • Proven attention to detail.
    • Ability to function in a highly unstructured organizational environment.
    • Ability to comprehend complex product configurations.
    • Ability to multitask and demonstrate strong follow up skills with a focus on quality of work.
    • Strong written and verbal communication skills.
    • Strong organizational skills.
    • Ability to work independently.
    • Strong work ethic.
    • Customer Service and Interface skills.
    • Strong ethics and integrity.
    • Can do attitude.


    Experience requirements:

    • 5 + years experience in customer service.
    • High School Diploma required.
    • College/University degree or equivalent work experience a plus.  


    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



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