Customer Service Representative

Role Overview

• The job holder supports the NPWT business in Italy as a permanent member of the front-line customer service team by providing excellent customer service.
• Through unrestricted customer orientation, the job holder offers the ultimate customer experience with every contact.
• The target is 99.5% order accuracy, at least 95% call quality and a 100% rate of processing and resolution of complaints.
• The most important contacts are the customers externally and internally, including the sales, marketing, finance, all participants in the supply chain and the field service.
• The Customer Service Representative Italy – are reporting into the NPWT CS Manager EMEA, Medical Surgical Business.
• Professional support of our customers from the healthcare industry by phone, email and via an Online Ordering Portal (future state).
• Punctual and accurate processing of orders and inquiries, considering customer requirements and internal delivery deadlines (Cut-offs for therapy units and disposable sales).
• Tracking and control of delivery dates as well as clarification of outstanding deliveries.
• Efficient and effective recording, escalation and resolution of complaints.
• Close cooperation with operations, logistics, sales & finance with the aim of providing maximum customer service as a team; but also, to relieve the sales department of administrative activities.
• Ensuring comprehensive customer information about the product portfolio, promotional activities and the corresponding service offering.
• Customer orientation both within the department and the organization, as well as outside.
• Continuous improvement attitude when it comes to process improvement within the daily work & processes as well as cross function processing.
• Taking up internal Super User or Specialist tasks once ready.

Requirements

• Bachelor’s Degree or High School Diploma with relevant experience
• A commercial apprenticeship or relevant professional experience in the field of customer service (at least 3 years)
• Professional experience in internal sales or inside sales or contact center can be an advantage
• A structured and reliable way of working, as well as care and accuracy
• High level of service and customer orientation combined with a goal-oriented communication style
• Enjoyment of direct customer contact and a high level of service
• Assumption of personal responsibility for the satisfaction of the customer
• Supporting and enjoying changing and fast past environments
• Empathy and ability to listen
• Friendliness and a competent charisma – especially on the phone
• Good verbal and written language
• Ideally, you have experience in dealing with ERP systems (e.g. SAP, Oracle) and CRM systems (e.g. Salesforce.com)
• Enjoyment of working in an international environment and, above all, in a team.

Tech Stack

• ERP
• Oracle
• SFDC

Benefits

• Solventum offers many programs to help you live your best life – both physically and financially.