Job Description

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. 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.

Customer Service Representative Italy (m/f/x)*

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

The job holder supports the NPWT business in Italy as a permanent 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 Representative Italy – are reporting into the NPWT CS Manager 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
• 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 language
• Ideally, 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:

•Hybrid Eligible (Job Duties allow for some remote work but require travel to Pioltello at least 2 days per week

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.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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