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.
#LI-AK1
Skills Required
- 2–4 years of experience in customer partnering, customer service, sales support, or commercial operations
- Proven experience managing customer relationships and supporting commercial sales activities
- Experience with CRM and ERP systems
- Strong analytical and reporting skills, including Microsoft Excel proficiency
- Fluency in German
- Experience in medical devices, healthcare, hospital, EMS, or another regulated industry
- Experience with Salesforce and Oracle
ZOLL Medical Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ZOLL Medical Corporation and has not been reviewed or approved by ZOLL Medical Corporation.
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Healthcare Strength — Medical, dental, and vision coverage includes in‑network preventive care at 100% along with behavioral health/EAP and virtual therapy options. These features are often regarded as solid to good components of the package.
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Parental & Family Support — Paid parental leave provides 12 weeks at full pay for the birthing parent and 6 weeks for the non‑birthing parent after eligibility is met. This policy is frequently highlighted as a standout element.
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Wellbeing & Lifestyle Benefits — Wellness programs offer incentives and are complemented by multiple external well‑being recognitions. These programs add perceived value to total rewards.
ZOLL Medical Corporation Insights
What We Do
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. 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.
