JOB DESCRIPTION
At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.
As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.
What You Can Expect
Service is an essential part of the captial sales program within Zimmer Biomet. The After Sales Customer Service Specialist is the central point of contact for all service related events. The person is responsible for receiving customer inquiries through various channels, like email, phone or internal departments and entering them into the CRM system for further processing. The after sales customer service specialist is responsible for organizing the goods movement of defective and repaired products as well as repair quotation creation and gathering approvals of them. The person is furthermore responsible for coordination the shipment and collection of after sales loan devices to help customers bridging the repair time. Furthermore the team member is responsible for coordination pro-active regular maintenances for the capital product portfolio in alignment with the field service team.
How You'll Create Impact
1. Customer Support: Provide timely and efficient support to customers via various communication channels, such as phone, email, and through internal channels. Assist customers with product-related inquiries, technical issues, and order status updates.
2. Problem Resolution: Identify and troubleshoot customer issues, utilizing product knowledge and technical expertise to resolve problems effectively and efficiently. Collaborate with other teams, such as Technical Support and Field Service, when necessary, to address complex issues.
3. Order Management: Manage the after-sales process, including order processing, tracking, and coordinating product returns or replacements. Ensure accurate and timely handling of customer requests to meet service level agreements.
4. Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions using a CRM system. Update customer profiles and service history to enable efficient support and follow-up.
5. Customer Feedback: Gather customer feedback and communicate valuable insights to relevant internal teams. Advocate for customer needs, providing valuable input to improve products and services.
6. Training and Product Education: Stay up-to-date with product knowledge, technological advancements, and industry trends to better assist customers.
7. Warranty and Service Agreements: Administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.
8. Customer Retention: Develop and maintain positive relationships with customers to promote loyalty and repeat business. Proactively reach out to customers to gauge satisfaction and identify potential issues.
Continuous Improvement: Collaborate with the team to identify opportunities for process improvement, contributing to an efficient and effective customer service department.
What Makes You Stand Out
9. Strong understanding of repair processes, quality control, and compliance requirements.
10. Proven work experience in customer service, preferably in the medical device or healthcare industry.
11. Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal teams and external customers.
12. Familiarity with CRM software and order management systems, knowledge of Service Max and SAP advantageous.
13. Ability to work independently and collaboratively in a team-oriented environment.
14. Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
Good command of English both verbal and written.
EOE/M/F/Vet/Disability