Customer Service Executive

Acute Care Technology

At 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 Circulation division of ZOLL Medical Corporation is focused on "beating heart" therapies for hospitals. Post-cardiac arrest, STEMI heart attack, and severe fever are some of the applications of ZOLL's unique devices. Fully integrated, ZOLL Circulation researches, develops, manufactures, and sells novel technologies includes ZOLL Temperature Management Solutions and TherOx SSO2 Therapy. Temperature Management Solutions empower physicians to "prescribe" a temperature and achieve it. TherOx SSO2 Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Essential Functions

• Manage daily customer service activities for Taiwan, including customer inquiries, sales order processing, order amendments, cancellations, returns, and related documentation.

• Process customer and distributor orders accurately and in a timely manner in accordance with company procedures, commercial terms, pricing, and regulatory requirements.

• Monitor customer orders from order entry through shipment and delivery, proactively identifying and resolving issues that may impact fulfilment.

• Maintain and manage the Taiwan order backlog, including order status, scheduled ship dates, shipment readiness, payment or credit status, product availability, and customer requirements.

• Coordinate closely with Sales, Finance, Logistics, Supply Chain, Warehouse, Technical Service, Quality, Regulatory, and other internal stakeholders to ensure smooth order fulfilment and customer support.

• Communicate proactively with customers and distributors regarding order confirmation, product availability, shipment schedules, delivery status, backorders, and other order-related matters.

• Support achievement of On-Time-In-Full (OTIF) performance by ensuring customers are prepared to receive orders according to agreed scheduled ship dates and by escalating potential delays promptly.

• Coordinate shipment documentation and customer requirements with Logistics and relevant service providers to support timely and compliant delivery.

• Support the handling of customer complaints, product returns, replacements, and other service-related requests in accordance with applicable procedures and quality requirements.

• Ensure customer master data, ship-to information, contact details, and other relevant records are maintained accurately in company systems.

• Maintain complete and accurate customer service and order documentation in accordance with internal controls, audit requirements, ISO 13485, and applicable Taiwan medical device regulations.

• Support periodic reporting on backlog, order status, shipment performance, customer service KPIs, and other operational metrics as required.

• Participate in the development, review, and maintenance of customer service SOPs, work instructions, and operational processes.

• Support business continuity activities, internal and external audits, stock count activities, system implementations, and other operational projects as required.

• Provide backup support for other customer service and operational activities within Taiwan and the wider APAC Operations organisation when necessary.

Required/Preferred Education and Experience

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' 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.