Customer Experience Specialist

3 weeks ago

Gothenburg, Västra Götaland, Sweden Molnlycke Health Care Full time

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Do you want a career that impacts millions of people for the good? At Mölnlycke, you'll be helping to equip medical professionals with solutions to improve outcomes for patients. And you'll develop your career in a growing organisation with an inspirational culture – where you'll be recognised for the results you've achieved.

Our Customer experience team is looking for YOU, as a Customer Experience Specialist (m/f/d), to support our business customers in Italy. As a member of our Italian Customer experience team, you will help deliver a seamless customer experience, adding business value through an integrated best-in-class service to align with customer centricity orientation.

What you'll do :

  • Manage Mölnlycke customer experience for the assigned group of customers, territory or channel, ensuring follow-up of enquiries and post sales
  • Handle the order to invoice activities to provide the best customer experience
  • Take ownership of the Order to Invoice processes to ensure compliance and sustainability
  • Engage proactively with local sales and support functions as well as other internal/external organisations in order to secure that appropriate support is given to achieve customer satisfaction
  • Maintain a consistent and positive Customer Experience image when interacting with customers
  • Be the first and main contact person for all customer interactions (phone calls, e-mails...) ensuring professional and seamless communication
  • Handle customer demand: receive and process orders, inquiries according to Molnlycke quality system procedures and guidelines. Track and trace customers deliveries from order registration to delivery
  • Manage service deviations: receive and process delivery and invoicing complaints. Convert customer pain points into best-in-class Customer experience
  • Follow logistic issues and supply coordination
  • Coordinate activities with QA and logistics department in organizing returns with the customer in case product quality issue

This is a temporary opportunity (1 year contract) with the possibility of an extension once the contract ends.

What you'll need:

  • Preferably a Bachelor's degree and/or equivalent experience
  • Experience with customer interactions (phone and e-mails), in-house sales welcome
  • Knowledge and understanding of order-to-invoice processes
  • Strong communication skills, open-minded and a team player
  • Preferably knowledge of CRM System for Customer Care
  • Business fluent in Italian and good level of English.
  • Able to work in autonomy

What you'll get:

  • You will be part of a dynamic team with a global company
  • Ever-changing work environment where you will get space for your ideas and you are encouraged to take challenges and grow
  • Careful and comprehensive induction
  • Open, friendly and fair working atmosphere
  • The opportunity to help make patients' life better

Our approach to diversity and inclusion

At Molnlycke diversity is not just a vision, but our strength. We are dedicated to fostering an inclusive workplace that values and celebrates the power of diversity. At the heart of our commitment is the belief that diversity fuels innovation, creativity and problem-solving. We invite you to be a part of a team where authenticity is embraced, and every employee, regardless of background or any other traits, experiences a true sense of belonging. Your attitude, drive, enthusiasm, and eagerness to learn are as important to us as the requirements for the role.

If you feel excited about having an impact, then we want to hear from you

Please send your application via our career site or reach out to Michael Taiwo to discuss this opportunity further.

Mölnlycke is a world-leading medical products and solutions company that equips healthcare professionals to achieve the best patient, clinical and economic outcomes.

Our business is organised in the four business areas Wound Care, Operation Room Solutions, Gloves and Antiseptics, where customer centricity, sustainability and digitalisation are at the heart of everything we do.

Mölnlycke employs around 8,400 people. The company headquarters are in Gothenburg, Sweden and we operate in more than 100 countries worldwide. Since 2007, the company has been part of Investor AB, an engaged owner of high-quality, global companies which was founded by the Wallenberg family in 1916.

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