After Sales Customer Service Specialist in Bridgend

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. 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.

The After Sales Customer Service Specialist is the central point of contact for all service related events within the capital sales program. The person is responsible for receiving customer inquiries through various channels (email, phone or internal departments) and entering them into the CRM system for processing. The aftersales customer service specialist is responsible for organizing the movement of defective and repaired products, as well as repair quotation creation and gathering approvals. The role includes coordinating the shipment and collection of after sales loan devices to help customers bridge the repair time. The team member also coordinates proactive regular maintenance for the capital product portfolio in alignment with the field service team.

Customer Support: Provide timely and efficient support to customers via various channels (phone, email, and internal channels). Assist customers with product-related inquiries, technical issues, and order status updates.

Problem Resolution: Identify and troubleshoot customer issues, using product knowledge and technical expertise. Collaborate with Technical Support and Field Service when necessary to address complex issues.

Order Management: 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.

Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions in a CRM system. Update customer profiles and service history to enable efficient support and follow-up.

Customer Feedback: Gather customer feedback and communicate insights to relevant internal teams. Advocate for customer needs to improve products and services.

Training and Product Education: Stay up-to-date with product knowledge, technological advancements, and industry trends to better assist customers.

Warranty and Service Agreements: Administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.

Customer Retention: 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.

Continuous Improvement: Collaborate with the team to identify opportunities for process improvement, contributing to an efficient and effective customer service department.

What Makes You Stand Out:

• Strong understanding of repair processes, quality control, and compliance requirements.
• Proven work experience in customer service, preferably in the medical device or healthcare industry.
• Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal teams and external customers.
• Familiarity with CRM software and order management systems; knowledge of Service Max and SAP is advantageous.
• Ability to work independently and collaboratively in a team-oriented environment.
• Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
• Good command of English both verbal and written.