Customer Support Representative

Hybrid

Chelmsford, MA

Full time

R19819

Acute Care TechnologyAt 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

Responsible for being 100% available to answer and respond to a high volume of inbound phones calls through the ZOLL Customer Support 800 number. Processing orders by Phone, Fax and Email via the ORACLE database. Provide Customers with detailed, accurate information on status of purchase orders, sales orders, returns, credits, shipping information and navigation through ZOLL web store. 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.

Essential Functions

• Promptly answer a high volume of phone calls for customers including placing orders, shipping/ tracking information, returns and credits.

• Process a high volume of accessory orders via phone, fax, mail, and e-mail.

• Provide accurate, professional and responsive customer support to customers and all other personnel within the organization at all levels.

• Qualify and execute credit, invoice-only and return authorization requests.

• Provide verbal, faxed and email order confirmations upon request by the customer.

• Educate and assist Customers in the navigation process of ZOLL's web store.

• Actively participate in TEAM meetings.

• Work extended hours as needed during fiscal month and quarter end as defined by management.

Required/Preferred Education and Experience

• High School Diploma or equivalent

• 1-2 years solid customer service background, preferably in a Call Center environment

Knowledge, Skills and Abilities

• Computer database knowledge

• Professional telephone manner and customer focus.

• Attention to detail, minimizing customer impacted errors.

• Ability to comprehend complex product configurations, handle multifunction tasks and proven follow-up skills.

• Ability to effectively communicate (oral and written).

• 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, Shipping Procedures, warranty procedures).

Travel Requirements

• This position does not include travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally

• Walking - Occasionally

• Sitting - Constantly

• Talking - Occasionally

• Hearing - Occasionally

• Repetitive Motions - Frequently

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.

The hourly pay rate for this position is:

$21.80 to $26.00

Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at .

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. For more information, visit

The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries. For more information, visit