Sr. Customer Support Specialist

Customer Support Specialist

Location: Bangalore: Onsite

Job type: Permanent

Exp: 5-8 years

Job Summary

The role of the Customer Support Specialist Customer Service is to develop and maintain customer service excellence with Zimmer Biomets internal and external customers whilst also actively support the Loan Sets team where required. Key tasks include development of positive working relationships with Hospital clientele (surgeons/ theatre staff/ purchasing staff), liaise with carrier companies, complete credits in a timely fashion, use Zimmer Biomet system to distribute, track, invoice and replenish inventory, support and promote developments of manual and system processes, recommend improvements to Policies and Procedures, use experience level to coach and teach fellow staff members in a friendly and enthusiastic manner, embrace all tasks required to be performed in the Customer Service area whilst working hard to ensure an appropriate

volume of tasks are performed, promote effective communications with the Sales and Marketing department, work in close partnership with the Loan Set section clarifying and entering booking details, facilitating quick and efficient invoicing and passing on pertinent information and have fair and reasonable dealings with fellow team members and other Zimmer Biomet staff members.

Principal Duties and Responsibilities

80%

Customer Service Activities

• Clarify and take Loan Set bookings.
• Enter consignment set cases and replenish consignment sets.
• Invoice loan set and consignment operations including problem solving.
• Carry out customer order entry and maintenance
• Liase with couriers regarding tracking and other aspects of carrier distribution services.
• Facilitate repair and repair loaner system.
• Review and process credits
• Process internal orders as required.
• Monitor and action daily and weekly reports regarding matters including backorder lists, replenishment lists and status reports.
• Ensure all monthly responsibilities are completed during the month.
• Ensure correct authorization is obtained with appropriate documentation. Eg. Less than List.
• Ensure Purchase orders are received and invoices are processed within one month of the surgery date, report and monitor exceptions and collaborate with Sales and customers to resolve issues and delays.
• Manage phone calls and emails to provide detailed and accurate product information to customers (e.g. Product specification, pricing, discounts, availability and alternatives).
• Timely communication to internal staff (particularly Sales, and Marketing) regarding potential sales and market intelligence.
• Actively assist the loan sets team where required to do so.
• Other projects as may be required.

5%

Reporting

• Prepare management reports as required.

5%

OH&S

• Participate in company OH&S practices and actively seek to eliminate hazards in the workplace.

5%

Inventory Management

• Advise Inventory Planners, Marketing and Sales department of any stock shortages.

5%

KPIs

• Line Item Fill Rate/DIFOT
• Usage not marked within 24 hours
• Aged Accruals

100%

Total Percent (not to exceed 100%)

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of this job description. Other tasks and projects may be required as may arise from time to time.

Guiding Principles (i.e. KSAs)

The incumbent will be required to demonstrate behaviour in accordance with Zimmer Biomets Values, as listed below;

Respect the contributions and perspectives of all Team Members.

We respect you for your individual contributions and your diverse perspectives. We support your professional growth and provide you with opportunities to share in the company's success.

Commit to the highest standards of patient safety, quality and integrity.

We commit to the highest standards of patient safety and quality in our products and services and to world-class integrity and ethical business practices.

Focus our resources in areas where we will make a difference.

We focus our resources in areas where we will make the greatest impact for our customers and patients through our collective knowledge of the disease state or market, established infrastructure, relevant engineering expertise and skillsets.

Ensure the company's return is equivalent to the value we provide our customers and patients.

We innovate to provide value through effective and efficient solutions for customers and improved outcomes for patients to ensure the company's return is equivalent to the value we provide our customers and patients.

Give back to our communities and people in need.

We partner with communities where we live and work and support causes and programs that forward our mission for people in need.

Education/ Experience Requirements

• High School Certificate (or equivalent educational level to support numerical and written criteria of the position).
• Previous professional exposure to order to cash system of a business.
• Previous professional exposure to Inventory Management Systems.
• Previous professional exposure to Healthcare Industry.
• Previous professional exposure to Loan sets or customer service roles within the medical device industry