Customer Experience Specialist (temp. maternity cover)
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
Join Zimmer Biomet as a Customer Experience Specialist and play a key role in delivering responsive, high-quality support to customers while helping ensure smooth coordination of bookings, orders, invoicing, and service queries across a fast-paced healthcare environment.
How You'll Create Impact
- Create, release and amend loan bookings from internal and external customers using our ‘MyMediset’ software and the booking app
- Provide usage reports/KPI reports as required
- Be pro-active with following up on back orders
- Instigate system queries to be able to invoice and credit customers as required
- Working to KPIs and ensuring high level of customer experience by answering incoming customer calls within expected timeframe
- Monitor the respective queues within Salesforce ensuring timely completion of requests
- Provide product price and delivery information
- Arranging collections
- Maintain orders on customer-based portals
- Support patient matched cement orders and customer made orders
- Produce customer feedback reports as the role requires
- Be able to engage with and interact in a diverse team based in an Open Plan office environment
What Makes You Stand Out
- Strong attention to detail, with the ability to prioritise workload and meet deadlines
- A proactive, solutions-focused mindset with strong organisational and problem-solving skills
- Motivation to learn, develop and contribute positively within a collaborative team
Your Background
- Previous experience in a customer service or customer support environment
- Confident communicating professionally by phone and email with both internal and external stakeholders
- Comfortable working with multiple systems and managing tasks accurately in a busy operational setting
- Good working knowledge of Microsoft Office, particularly Excel, Word, and Outlook
- SAP experience would be advantageous
EOE/M/F/Vet/Disability