Customer Experience Partner, Hospital & EMS

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.

The Customer Experience Partner – Hospital and EMS will act as a customer liaison for key Hospital and EMS customers across Germany. This role serves as a concierge-style commercial support function focused on delivering exceptional customer experience, proactive communication, and operational excellence.

Travel 20% - including occasonal visits to our HQ in Cologne

Fluency in German is required.

Job Summary

The successful candidate will support customer service activities, manage customer communications related to orders and deliveries, prepare commercial reporting and analysis, and identify opportunities to enhance customer satisfaction and revenue growth. The role requires strong relationship management, commercial awareness, analytical capability, excellent communication skills, and a customer-first mindset.

Essential Functions

• Serve as the primary customer partner for sales and customer support contact for key Hospital and EMS customers across Germany. 
• Demonstrate excellent verbal and written communication skills in all customer and internal interactions.    
• Deliver a high-quality concierge experience through responsive and professional customer engagement.    
• Handle inbound customer calls, emails, and enquiries related to orders, deliveries, product availability, and general account support.    
• Proactively communicate order status updates, shipment information, delays, and resolution timelines to customers.   
• Coordinate closely with Sales, Customer Service, Supply Chain, Logistics, and Finance teams to ensure seamless customer support.
• Prepare and maintain monthly customer order reports and commercial performance summaries.  
• Analyse ordering patterns, sales trends, and customer activity to identify growth opportunities and areas for improvement.  
• Support the German Hospital and EMS sales team, where appropriate, with order management, account administration, and sales follow-up activities.  
• Maintain accurate customer and sales related data within CRM (Salesforce).  
• Assist in the implementation of customer retention and customer satisfaction initiatives.    
• Identify opportunities to improve internal processes and customer experience.   
• Support revenue growth initiatives through proactive customer engagement and commercial insight.    
• Ensure compliance with company policies, quality standards, and applicable regulatory requirements.

Required/Preferred Education and Experience

• Minimum 2–4 years of experience in partnering with customers, customer service, sales support, or commercial operations.  
• Experience working within medical devices, healthcare, hospital, EMS, or a regulated industry preferred.
• Proven experience managing customer relationships and supporting commercial sales activities.
• Experience with CRM and ERP systems required; experience with Salesforce and Oracle preferred.
• Strong analytical and reporting experience, including proficiency with Microsoft Excel.

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