After Sales Customer Service Specialist
Indexed description
As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.
What You Can Expect
As an After Sales Customer Service Specialist you will be the central point of contact for all service related events. As part of this job you would be responsible for receiving customer inquiries through various channels, like email, phone or internal departments and entering them into the CRM system for further processing. The role is also responsible for organizing the goods movement of defective and repaired products as well as repair quotation creation and gathering approvals of them. The person is furthermore responsible for coordination the shipment and collection of after sales loan devices to help customers bridging the repair time.
This role would require you to work in our Warsaw office one day per week.
How You'll Create Impact
- Provide timely and efficient support to customers with various product-related inquiries, technical issues, and order status updates.
- Identify and troubleshoot customer issues, utilizing product knowledge and technical expertise to resolve problems effectively and efficiently.
- Collaborate with other teams, such as Technical Support and Field Service, when necessary, to address complex issues.
- Manage the after-sales process, including order processing, tracking, and coordinating product returns or replacements.
- Ensure accurate and timely handling of customer requests to meet service level agreements.
- Maintain detailed records of customer interactions, inquiries, and resolutions using a CRM system.
- Update customer profiles and service history to enable efficient support and follow-up.
- Advocate for customer needs, providing valuable input to improve products and services.
- Stay up-to-date with product knowledge, technological advancements, and industry trends to better assist customers. Conduct product training for customers when required.
- Administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.
- Develop and maintain positive relationships with customers to promote loyalty and repeat business.
- Proactively reach out to customers to gauge satisfaction and identify potential issues.
- Collaborate with the team to identify opportunities for process improvement, contributing to an efficient and effective customer service department.
- A willingness to learn and work with resilience throughout high pressure situations.
- Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal teams and external customers.
- Ability to work independently and collaboratively in a team-oriented environment.
- Demonstrable flexibility in times of challenge to ensure customer satisfaction remains high
- Good command of English both verbal and written (Level B2)
- Fluent in Polish and preferable Romanian.
- Strong understanding of repair processes, quality control, and compliance requirements.
- Proven work experience in customer service, preferably in the medical device or healthcare industry.
- Familiarity with CRM software and order management systems, knowledge of Service Max and SAP advantageous.
- Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
- Bachelor's degree in a relevant field (e.g. Business Administration, Operations Management) or equivalent work experience.
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