Take Your Next Step with Mölnlycke

At Mölnlycke, we are dedicated to making a difference in healthcare by equipping medical professionals with solutions that improve patient outcomes. If you are looking for an opportunity to contribute to a dynamic and growing organization with a strong focus on digitalization, customer centricity, and sustainability, we invite you to join us as a :

 Customer Experience Specialist for our Customer Experience department based in Madrid !

As a Customer Specialist Experience, you will be responsible for the following tasks :

Contribute to the Customer Experience Team to deliver a seamless customer experience, adding business value through an integrated best-in-class service to align with customer centricity orientation: 

• Manage Mölnlycke customer experience for the assigned group of customers, territory or channel, ensuring follow-up of enquiries and post sales
• Provide a proactive and personalised customer relationship for the company’s offerings and services. 
• Drive issue resolution through internal and external stakeholder coordination 
• Support customer feedback loop into the organization.  

Handle the order to invoice activities to provide the best customer experience

Key Accountabilities

• Take ownership of the Order to Invoice processes to ensure compliance and sustainability 
• Actively listen to customers’ needs and proactively promote existing offers and services 
• Collect customer insights to develop product and service offering 
• 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 
• Key Performance Indicators: contribute actively to improvement and corrective actions 
• Coordinate activities with QA and logistics department in organizing returns with the customer in case product quality issue 
• Train team members or new hires 

Qualification, experience and soft-skills

• • Preferably bachelor's degree and/or Customer Service experience in an international commercial environment.
  • Experience with customer interactions (phone and e-mails), in-house sales welcome
  • Knowledge and understanding of order-to-invoice processes
  • Digitally savvy
  • Computer skills: Microsoft suite/ERP SAP
  • B2 level in English
  • Curious, engaged, passionate, strong team spirit, oriented results and satisfaction clients.

Finally, you live in the area and ideally in Madrid.

If you recognise yourself in this profile, don't wait any longer to apply!

Inclusion and diversity

We strive to have a diverse mix of people from different cultures, ages, geographies and genders, in order to reflect the world in which we operate and facilitate innovative thinking throughout the company.

About Mölnlycke

Mölnlycke is a global leader in innovative medical solutions for wound care, surgical safety and efficiency, and pressure ulcer prevention. We design and supply medical solutions to improve healthcare performance, both in hospitals and at home.

Our business is organised into four areas: wound care, operating theatre solutions, gloves and antiseptics, where customer focus, sustainability and digitalisation are at the heart of everything we do. Mölnlycke employs approximately 8,400 people. The company is headquartered in Gothenburg, Sweden, and we operate in more than 100 countries worldwide. Since 2007, the company has been part of Investor AB, a committed owner of high-quality global companies founded by the Wallenberg family in 1916. For more information, please visit www.molnlycke.com and www.molnlycke.com/careers.