Customer Support Specialist - Planner

About Zimmer Biomet

Zimmer Biomet is a leading global medical technology company with almost a century of history innovating for patient mobility. Every 8 seconds, a Zimmer Biomet product or technology enhances a patient's mobility.

As part of the team, employees benefit from career development, active employee resource groups, flexible working conditions, locally competitive rewards, wellness programs, and a culture emphasizing recognition and performance. Inclusion, respect, empowerment, and acknowledgment form the core of our workplace environment.

Role Overview

The Customer Support Specialist - Planner is tasked with managing the entire lifecycle of Loan Set and Long Term Consignment bookings. Working within a portfolio-centered team, the specialist ensures booking accuracy, on-time and complete stock delivery, and completion of sales and billing transactions. Building effective partnerships with Logistics, Transport, Sales, and Marketing teams to provide exceptional customer service is essential.

Key Responsibilities

• Accurately input all surgery bookings into Zimmer Biomet systems promptly.
• Perform proactive and precise verification of surgery bookings.
• Source stock adequately in advance to guarantee delivery 48 hours before surgery; communicate exceptions promptly to sales representatives and customers.
• Maintain clear and timely communication with all stakeholders involved.
• Coordinate transport logistics with internal teams, customer CSSDs, and third-party providers to communicate estimated arrival times, resolve logistics issues, and ensure on-time, in-full delivery.
• Handle customer queries thoroughly, investigate root causes, develop aligned corrective actions with management and business units, follow through implementation, and provide feedback to customers.
• Monitor and manage inventory levels by state across a product portfolio, identify potential out-of-stock situations, and escalate risks.
• Collaborate with Customer Support, Inventory, Sales, Marketing, and Logistics teams to mitigate stock shortages.
• Prepare and maintain daily LDMS board updates and loan set inventory reports as requested by the Customer Support Team Leader.
• Support the Non-conformance reporting process by investigating root causes and collaborating with stakeholders to execute corrective actions.
• Participate in projects aimed at continuously improving loan set booking cycles, logistics services, and inventory management.

Candidate Profile

• Possession of tertiary qualifications in logistics, operations, or a related discipline.
• Prior experience in customer service and/or loan set operations, preferably within the medical industry.
• Proven ability to acquire both technical and behavioral competencies efficiently.
• Capacity to analyze logistics data, interpret trends, and understand their business implications.
• Familiarity with Enterprise Resource Management (ERM) systems, ideally SAP.

Additional Information

• Up to 5% travel may be required.

Zimmer Biomet is an equal opportunity employer committed to diversity and inclusion.