Job Information
Zimmer Biomet After Sales Customer Service in Milano, Italy
After Sales Customer Service
Requisition Number EMEA10850
Employment Type Full-time
Location Milano
What Is It Like To Work at Zimmer Biomet
At Zimmer Biomet , we believe in The Power ofUs , which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.
Zimmer Biomet Offers You An Exciting Position With Good CareerProspects in a Fast-growing International Business, And aCompetitive Remuneration Package
Possibility to grow, develop, and be promoted within aTeam
Friendly, warm and creative atmosphere
Healthy,inspiring, and international work environment
Ongoingcoaching and talent development
Access to future careeropportunities
Hybrid work model
Competitive rewardpackages
Annual bonus
Social and CSR events
Wellbeing initiatives
What You Can Expect
Service is an essential part of the captial sales program within Zimmer Biomet. The After Sales Customer Service Specialist is the central point of contact for all service related events. The person is 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 after sales customer service specialist is 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. Furthermore the team member is responsible for coordination pro-active regular maintenances for the capital product portfolio in alignment with the field service team.
How You Create Impact
Customer Support: Provide timely and efficient support tocustomers via various communication channels, such as phone, email,and through internal channels. Assist customers with product-relatedinquiries, technical issues, and order status updates.
Problem Resolution: Identify and troubleshoot customer issues,utilizing product knowledge and technical expertise to resolveproblems effectively and efficiently. Collaborate with other teams,such as Technical Support and Field Service, when necessary, toaddress complex issues.
Order Management: Manage theafter-sales process, including order processing, tracking, andcoordinating product returns or replacements. Ensure accurate andtimely handling of customer requests to meet service levelagreements.
Documentation: Maintain detailed records ofcustomer interactions, inquiries, and resolutions using a CRMsystem. Update customer profiles and service history to enableefficient support and follow-up.
Customer Feedback: Gathercustomer feedback and communicate valuable insights to relevantinternal teams. Advocate for customer needs, providing valuableinput to improve products and services.
Training andProduct Education: Stay up-to-date with product knowledge,technological advancements, and industry trends to better assistcustomers. Conduct product training for customers whenrequired.
Warranty and Service Agreements: Administerwarranty claims and service agreements for customers, ensuringadherence to company policies and procedures.
CustomerRetention: Develop and maintain positive relationships withcustomers to promote loyalty and repeat business. Proactively reachout to customers to gauge satisfaction and identify potentialissues.
Continuous Improvement: Collaborate with the team toidentify opportunities for process improvement, contributing to anefficient and effective customer service department.
What Will Make You Successful
Bachelor's degree in a relevant field (e.g. BusinessAdministration, Operations Management) or equivalent workexperience.
Strong understanding of repair processes, qualitycontrol, and compliance requirements.
Proven workexperience in customer service, preferably in the medical device orhealthcare industry.
Excellent communication, problemsolving capabilities and interpersonal skills to effectivelycollaborate with internal teams and external customers.
Familiarity with CRM software and order management systems,knowledge of Service Max and SAP advantageous.
Ability towork independently and collaboratively in a team-orientedenvironment.
Knowledge of medical devices, particularlyorthopedic or related equipment, is advantageous.
Goodcommand of English both verbal and written.
Flexibility
Resilience
Problem solvingcapability
Resilience
Willingness to learn
Excellent communication skills
Ability to perceivecustomers
Time Management Skills
Who We Are
Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of lifefor people around the world .
Looking to make an impact? Join us and make a difference.
Learn more about us by visiting zimmerbiomet.com