Administrative & After Sales Service Officer Fixed Term Contract H/F Zimmer Biomet

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 SalesCustomer Service Specialist is the central point of contact for all service related events. The person isresponsible for receiving customer inquiries through various channels, like email, phone or internaldepartments and entering them into the CRM system for further processing. The after sales customerservice specialist is responsible for organizing the goods movement of defective and repaired productsas well as repair quotation creation and gathering approvals of them. The person is furthermoreresponsible for coordination the shipment and collection of after sales loan devices to help customersbridging the repair time. Furthermore the team member is responsible for coordination pro-active regularmaintenances for the capital product portfolio in alignment with the field service team

Initial 6 months fixed-term contract with the possibility of extension.

How You'll Create Impact

Customer Support: Provide timely and efficient support to customers via various communicationchannels, such as phone, email, and through internal channels. Assist customers with product-related inquiries, technical issues, and order status updates.

· Problem Resolution: Identify and troubleshoot customer issues, utilizing product knowledge andtechnical expertise to resolve problems effectively and efficiently. Collaborate with other teams,such as Technical Support and Field Service, when necessary, to address complex issues.

· Order Management: Manage the after-sales process, including order processing, tracking, andcoordinating product returns or replacements. Ensure accurate and timely handling of customerrequests to meet service level agreements.

· Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions usinga CRM system. Update customer profiles and service history to enable efficient support and follow-up.

· Customer Feedback: Gather customer feedback and communicate valuable insights to relevantinternal teams. Advocate for customer needs, providing valuable input to improve products andservices.

Training and Product Education: Stay up-to-date with product knowledge, technological advancements, and industry trends to better assist customers. Conduct product training for customers when required.

· Warranty and Service Agreements: Administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.

· 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

· Strong understanding of repair processes, quality control, and compliance requirements.

· Excellent communication, problem solving capabilities and interpersonal skills to effectivelycollaborate with internal teams and external customers.

· Familiarity with CRM software and order management systems, knowledge of Service Max andSAP advantageous.

· Ability to work independently and collaboratively in a team-oriented environment.

· Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.

· Good command of English both verbal and written.

Your Background

Bachelor's degree in a relevant field (e.g. Business Administration, Operations Management) orequivalent work experience.

Proven work experience in customer service, preferably in the medical device or healthcareindustry.

EOE/M/F/Vet/Disability