Senior Customer Service Representative(740758)

Job Summary

*Please note, this position is an on-site role, Monday - Friday 8:00/8:30am - 6pm. 

Zimmer Biomet is a global medical technology leader. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. 

The Customer Service Representative supports the execution of processes and operational activity to enhance service levels and support revenue growth, operating margins, and driving a culture of customer service excellence and operational efficiency. Works in a fast paced, team-oriented environment that partners closely with internal and external stakeholders to provide optimum professional customer service to Distributors, Sales Representatives, Healthcare Professionals, and Employees; to maintain and enhance business.

The individual in this role is responsible for managing daily customer communication and requests, troubleshooting regarding on-time product delivery, invoices, sales reports, and accounts. They must be detail oriented with a strong work ethic focused on accurate order validation, effective billing of purchased products, and closing of the sales order process.

Principal Duties and Responsibilities

• Act as primary interface between regional sales team members and functional business partners to support inventory fulfillment needs for surgery requirements.
• Support marketing shipments, demo product modification, and manage sample product inventory.
• Effectively communicate to stakeholders’ order status.
• Collaborate with other departments to ensure proactive, superior front-line customer support.
• Manage daily customer communication for requests and issues providing support to sales representatives and healthcare professionals in an efficient, professional, and timely manner.
• Understand and assist in inventory management tracking consignment inventory in locations. Monitor expiration dates: issue, document, and process Return Materials Authorizations in accordance with Embody Regulatory team guidance, follow-up to close out outstanding inventory.
• Maintain account infrastructure related to sales teams, sales contracts and health system hierarchies while ensuring consistent data integrity across both CRM and ERP systems.
• Data validation of Sales Orders in a timely, accurate and efficient manner to meet deadlines. Resolve discrepancies to include hospital/surgeon details, pricing, and inventory allocation.
• Substantiate Purchase Orders for authenticity and validate accuracy against system data in relation to surgery details, products, and prices; resolving issues prior to invoicing.
• Build relationships and perform customer outreach with healthcare professionals and sales representatives to obtain and validate purchase orders for current and aging sales orders.
• Validate that all billable orders have been processed by the finance deadline.
• Process all tasks in accordance with relevant revenue recognition best work practices and SOPs, while maintaining compliance with FDA, HIPAA, and SOX regulations.
• File customer complaints in a timely manner through the Complaint Handling System.
• Research audit requests and provide requested documentation and context.
• Others not defined herein, on occasion or as assigned.

Expected Areas of Competence

• Must be competent in MS office programs
• ERP (NetSuite), CRM (Salesforce.com) experience preferred
• Medical device experience or medical training a plus
• Familiarity with distribution networks and sales management teams
• Strong oral and written communication skills with the ability to express oneself clearly in conversations, interactions, and business writing with others.
• Ability to work cooperatively in a team setting.
• Demonstrated ability to manage multiple problems or tasks through effective time management and multi-tasking in a small office environment. Ability to identify and escalate issues requiring management
• Strong organizational skills 

Education/Experience Requirements

• High school diploma or equivalent required
• 5+ years customer service and sales operations experience required

Travel Requirements

Less than 5%

Additional Information

At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.  

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. This is why we offer you a competitive rewards package that includes medical, dental, vision, life and disability insurance, wellness incentives, employee assistance programs as well as paid time off for vacation and holidays. 

EOE/M/W/Vet/Disability