Customer Service Representative- Medical Devices (m/f/x)

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

We are looking for a Customer Service professional to join our Medical Surgical Devices team specialising in the Solventum Negative Pressure Wound Therapy (NPWT) product line. The role will be Hybrid, and based at our office in Milan, Pioltello.

As a (NPWT) Customer Service Representative reporting to the NPWT CS Manager EMEA, you will support the NPWT business in Italy as a permanent member of the front-line customer service team who are highly skilled and offer exceptional experience to customers externally and internally, including sales, marketing, finance, all participants in the supply chain and the field service. You will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Professional support of our customers from the healthcare industry by phone, email and via an Online Ordering Portal (future state)
• Punctual and accurate processing of orders and inquiries, considering customer requirements and internal delivery deadlines (Cut-offs for therapy units and disposable sales)
• Tracking and control of delivery dates as well as clarification of outstanding deliveries
• Efficient and effective recording, escalation and resolution of complaints
• Close cooperation with operations, logistics, sales & finance with the aim of providing maximum customer service as a team; but also, to relieve the sales department of administrative activities
• Ensuring comprehensive customer information about the product portfolio, promotional activities and the corresponding service offering
• Customer orientation both within the department and the organization, as well as outside
• Continuous improvement attitude when it comes to process improvement within the daily work & processes as well as cross function processing
• Taking up internal Super User or Specialist tasks once ready

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications and skills:

• Bachelor’s Degree or High School Diploma with relevant experience
• A commercial apprenticeship or relevant professional experience in the field of customer service (at least 3 years) and exposure to multichannel customer service
• Professional experience in internal sales or inside sales or contact center
• Experience in dealing with ERP systems (e.g. SAP, Oracle) and CRM systems (e.g. Salesforce.com)
• High level of service and customer orientation combined with a goal-oriented communication style
• Great listener and communicator, enjoying direct customer contact and a capable to provide high level of service
• Excellence driven, accurate, structured and reliable working style
• Enjoying working with international teams and in a