Customer Experience Supervisor

Requisition Number
EMEA10572

Employment Type
Full-time

Location
Riyadh

What Is It Like To Work at Zimmer Biomet

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.
Zimmer Biomet Offers You An Exciting Position With Good Career Prospects in
a Fast-growing International Business, And a Competitive Remuneration
Package
* Possibility to grow, develop, and be promoted within a Team
* Friendly, warm and creative atmosphere
* Healthy, inspiring, and international work environment
* Ongoing coaching and talent development
* Access to future career opportunities
* Hybrid work model
* Competitive reward packages
* Annual bonus
* Social and CSR events
* Wellbeing initiatives

What You Can Expect

Leads and directs the activities of the Customer Experience department. The
Customer Experience Lead has direct responsibility for leading, managing and
ensuring the Customer Experience team executes intended service offerings in a
timely, complete and compliant manner for/with distributors, customers, and
business partners. The Customer Experience Lead is responsible for increasing
customer focus through developing and implementing strategies and solutions to
increase customer satisfaction.
This position's responsibilities also include analysing, evaluating,
developing, and providing action plans and recommendations for the improvement
of current state service offerings, processes, policies, procedures, and
practices involving Customer Experience team members and other areas of the
organization that directly and indirectly impact customers of Zimmer Biomet.
This position requires a high degree of analysis, detail/due diligence, cross
functional coordination, and interaction with multiple levels within the
organization.

How You Create Impact

• Provide leadership for the Customer Experience department.


• Partners with customers and sales personnel to implement lean processes and optimize service levels. Manage department staffing and schedules to satisfy business needs.


• Assists with office billing daily and serves as back-up support for all positions.


• Oversee execution & processing of all customer transaction types (direct, consignment, loaners, returns, & others)


• Oversee execution & processing of consignment replenishment transactions


• Ensure proper adherence to pricing policies & procedures


• Daily tracking to ensure all direct orders are shipped, be able to obtain the respective proof of deliveries, and ensure proper documentation for all required documents including upload into SAP


• Orders to be processed with an agreed timeframe and case tracker to be used to ensure all cases are invoiced


• Prepare Open order analysis and align with commercial team on targets & plans


• Processes orders requiring special intervention and analyses. Requires high degree of research and problem solving. Ensures that all reports are run on time to enable achievement of monthly quota


• Reviews and processes requests for credits, pricing adjustments, quote responses, product shipment tracking, product experience reports, complaints, and special programs


• Ensure required approvals are obtained for all special authorizations, i.e., credits, pricing and other are retained as required


• Address internal and external customer queries within an acceptable timeframe


• Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records).


• Implement performance metrics to identify departmental and individual strengths and weaknesses and respond accordingly.


• Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination, or other employee relations requirements.


• Develop, capture, analyze and communicate department and individual performance metrics.


• Identify, design, recommend and lead process and technology/system improvement initiatives


• Initiate, lead and facilitate departmental and cross-departmental projects/initiatives


• Be a subject matter expert on existing and possible new technologies and systems used in Customer Experience management


• Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations and fill in for direct reports whenever needed


• Anticipate the needs of direct and upper management and formulate programs, initiatives, and recommendations accordingly.


• Understand, monitor, and utilize financial KPIs that either directly or indirectly affect or are affected by the appropriate process vertical.


• Balance the need to consistently operate with a high degree of independence/autonomy and judgment with knowing when to escalate issues that deserve escalation to direct or indirect management.

What Will Make You Stand Out

• Bachelor in Supply Chain, Logistics, Information Systems, Engineering or other technical field preferred.


• English Advanced level, Arabic Advanced level

What Will Make You Successful

• Utilize analytical problem-solving techniques to address issues and problems within the department


• Directs and coordinates customer experience team to ensure on time completion of tasks and accuracy of work


• Lead problem solving process to identify root cause of issues and implement corrective actions and controls to eliminate further disruption


• Organizational and time management skills are essential


• Must maintain a high degree of professionalism in a potentially frustrating environment with extreme time constraints.


• Demonstrated knowledge to identify Zimmer products by major product groupings and familiarity with product lines of other division.


• Required to work some holidays.


• Must possess excellent telephone etiquette. The ability to handle multiple telephone calls in a positive manner while maintaining a positive relationship with customers is essential to this position.


• Good understanding of the order fulfilment process in the public and private healthcare sector


• Must be skilled in verbal and written communication techniques.


• Knowledge of SAP preferred for the purpose of order entry, maintenance, invoicing, item/order status, and all other inquiry conversations related to customer service.


• Thorough knowledge of Excel essential


• High attention to detail and accuracy under pressure


• ‎5-‎7 years of experience as a Customer Supervisor/Manager in a company from a similar sector.


• Microsoft Office, SAP


• Leadership


• Planning and organizing


• Customer experience oriented


• Analysis and decision making

Who We Are

Zimmer Biomet is a world leader in musculoskeletal health solutions. 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.
Looking to make an impact? Join us and make a difference.
Learn more about us by visiting zimmerbiomet.com