Customer Support Specialist

hace 1 semana

Bogota, Colombia Zimmer Biomet A tiempo completo

-Requisition Number
AMER28473
Employment Type
Full-time
Location
Bogota

**Job Summary**:

- The Customer Support Specialist provides customer service support to US customers as well as the Americas Commercial Operations organization. Ensure that all proper service is provided to Zimmer Biomet internal teams, customers (such as hospitals, surgery centers, vendors, etc.), and the Zimmer Biomet distributor network with activities such as order management, order maintenance, inventory status, communication and other related tasks while meeting service levels. This role verbally communicates regularly to resolve issues, share information and answer questions related to Zimmer Biomet product.**Principal Duties and Responsibilities**:

- Subject matter expert and resource for the Zimmer Biomet distributor team members as it relates to sales order history, shipped items data, account details and customer feedback.
- Administers and is the primary resource for the US Sales Order2Cash process (order entry, order review / release, billings, shipment/order/stock inquiries, etc.)
- Receive, register, investigate and remediate customer inquiries, and communicate frequently about service levels, returns, complaints and escalations.
- Initiate customer master data/account requests as applicable.
- Provides order history and shipped items data.
- Handles escalations when needed
- Support cross functional process improvement initiatives and projects.
- Participates in the departmental 24-hour emergency “on-call” service. May be designated to support specific tasks based on volume and/or complexity.

**Expected Areas of Competence**:

- Must possess excellent telephone etiquette. The ability to handle multiple telephone calls in a positive manner while maintaining a professional relationship with customers is essential to this position.
- Exceptional written, oral and listening skills.
- Ability to multi-task and handle a high volume of workload daily.
- Responsible for understanding and conforming to the Company quality system as it applies to the specific activities being performed.
- Strong understanding of the US Credit and Debit process.
- Ability to collaborate cross-functionally with other departments and with a variety of corporate team members.
- Problem solving and analytical assessment capability.
- Accuracy, attention to detail and timely follow-through are critical.
- Knowledge of Microsoft Office suite (Excel, Word, PowerPoint) Ability to quickly learn new software systems: DCS, AS400, SAP, SMS, JDE, Livelink, etc.

**Education/Experience Requirements**:

- High School Diploma or equivalent with 5-7 years of relevant work experience, OR a combination of advanced education and work experience.
- Experience in supply chain is a plus.
- Preferred communication experience with customers.
- Must be able to read, write and speak English fluently.

**Travel Requirements**:

- None

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