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

The Customer Service Team are the first point of contact for our customers and they are responsible for all aspects of order entry, consignment process, return/ credit process, claims and all other customer related queries. 

The Customer Excellence Specialist is expected at all times to deliver the highest quality of service to all external as well as internal customers. 

Working in the Nordic CX team, the workday is busy, challenging and fun. You will have helpful colleagues, flexibility, possibilities for development and a team you can trust. 

How You'll Create Impact

Order Entry 

Receive, record and process all customer orders to ensure accurate information is processed into ERP system (SAP). All orders are to be processes on the same day they are received, and price discrepencies is to be advised to customers. Monitor backorder issues and notify customers if we have backorders. Monitor the Customer Service email address. Claim handling 

Invoices and credits 

Arrange returns documentation for hospitals and Zimmer Biomet warehouse. Ensure return credits are processed accurately and in a timely basis. Obtain signatures from the correct authority and forward to credit control department Generate invoices and deal with invoice queries 

Loans and Instruments - Planning 

Receiving, logging and booking of loan kit orders Ensuring all charges are posted correctly

Inventory Management 

Punctually follow-up on inventory counts Prepare analysis of consignment stocks in order to ensure customers access to appropriate products. Monitor expired products in consignment stocks 

Sales Support 

Prepares sales statistics and analyses for Account Managers, Sales Managers and Country Managers Prepare sales offers 

General 

Answer internal/ external customer related queries by phone; price/product enquiries, order enquiries, back order enquiries, provide proof of deliveries, arrange collections Any other duties that may be required from time to time within the scope of this job description and qualified by prior to training or experience. 

Regulatory/ QA

Receive and register Product Claims in a timely manner. Process Product Claims according to instructions from Quality Department Follow up on Field Safety Corrective Actions and Recalls according to instructions from Quality Department What Makes You Stand Out Demonstrates high team spirit Self-driven and self-motivated Good communication, planning and organizing skills Problem solving Demonstrates accountability Shows Self-Awareness Good at prioritizing workload and at meeting deadlines Commits to 'One Zimmer Biomet' 

Key Performance Indicators  

Process all orders and loan kit requests within agreed timeframe Achieve required targets for customer satisfaction, credits and errors Achieve agreed score for all assessments and training programs Attend all training programs as requested by manager Your Background Minimum of country level equivalent to Gymnasium, HHX, college degree Customer service experience preferred High numeracy skills essential IT skills essential: SAP experience, Microsoft Office (Excel/ Outlook), Sales Force Language skills: English as concern language Swedish, Finnish, and Norwegian speaking employees  Travel Expectations

EOE/M/F/Vet/Disability