Job Description

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

The job holder supports the NPWT business in UK & IRL as a member of the front-line customer service team by providing excellent customer service. Through unrestricted customer orientation, the job holder offers the ultimate customer experience with every contact. The target is 99.5% order accuracy, at least 95% call quality and a 100% rate of processing and resolution of complaints. The most important contacts are the customers externally and internally, including the sales, marketing, finance, all participants in the supply chain and the field service.

The Customer Service Representatives NPWT UK & IRL – are reporting into the NPWT Customer Service Team Lead UK & IRL, reporting into the NPWT CS Manager EMEA.

The NPWT CS Manager EMEA reports to the Senior Manager, Customer Operations EMEA, Medical Surgical Business

As a(n) (NPWT) Customer Service Representative, 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:

• 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 can be an advantage

AND In addition to the above requirements, the following are also required:

• A structured and reliable way of working, as well as care and accuracy
• High level of service and customer orientation combined with a goal-oriented communication style
• Enjoyment of direct customer contact and a high level of service
• Assumption of personal responsibility for the satisfaction of the customer
• Supporting and enjoying changing and fast past environments
• Empathy and ability to listen
• Friendliness and a competent charisma – especially on the phone
• Good verbal and written languageIdeally, you have experience in dealing with ERP systems (e.g. SAP, Oracle) and CRM systems (e.g. Salesforce.com)
• Enjoyment of working in an international environment and, above all, in a team

Work location: Citywest, Dublin

Work Type: Onsite

Bank Holidays: Ireland & UK bank holidays are worked on a rotational basis  

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status). 

Supporting Your Well-being Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.  

Diversity & Inclusion(*) We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, civil status, disability, family status, or membership of the travelling community.  

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