Customer Support Specialist-Planner
Careers.zimmerbiomet.com
Apply to this jobAt 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 Support Specialist-Planner is responsible for the execution of the Loan Set and Long Term Consignment booking lifecycle. In this role the incumbent will work within a portfolio focused team, ensuring all bookings are processed, stock delivered On Time and In Full (OTIF) and Sales and Customer billing transactions are completed. Critical to the role will be the ability to develop strong partnerships with internal and external Logistics and Transport operations, Sales & Marketing and a relentless pursuit of superior Customer Service.
How You'll Create Impact
Booking Life Cycle Management
- Ensure all surgery bookings are entered accurately into Zimmer Biomet systems and in a timely manner.
- Ensure surgery bookings are proactively and accurately check listed.
- Ensure stock is sourced for bookings within sufficient time to enable delivery 48 hours prior to surgery. All exceptions are communicated to Sales Rep/Customer.
- Maintain accurate and timely communications to all stakeholders.
- Coordinate transport operations with Zimmer Biomet Logistics, Customer CSSDs and 3rd Party Service Providers to communicate ETAs, resolve issues and facilitate OTIF delivery as necessary.
- Manage Customer queries, ensuring all queries are investigated for root cause, corrective actions are developed, aligned with Management and Business Units, implemented and feedback is communicated to Customers.
Loan Set Inventory Optimization
- Monitor and manage state based inventory levels within a portfolio of product, identify and highlight out of stock risks.
- Collaborate with the Customer Support team, Inventory Management team, Sales and Marketing and Logistics Management team to address out of stock risks.
Reporting
- Daily LDMS Board
- Loan set inventory reporting, as directed by Customer Support Team Leader
Sustain Continuous Improvement (CI) of Customer Support Operations
- Provide support to the Zimmer Biomet Non- conformance reporting process (NCIS), by investigating Root Causes and collaborating with relevant stakeholders to develop and implement corrective actions.
- Engage in and support projects to drive sustained continuous improvement of the Loan set booking life cycle, logistics services and inventory optimization.
Your Background
The successful candidate must possess the following;
- Tertiary qualifications in a Logistics or Operations related discipline.
The candidate must have the following level of experience in, or knowledge of;
- Previous experience within Customer Service and/or Loan Set operations, ideally in the medical industry.
- Demonstrated ability to learn functional/technical skills and behavioral competencies.
- Ability to analyse logistics data and interpret trends, implications etc.
- Exposure to and ERM Systems, ideally SAP
Travel Expectations
Up to 5 %
EOE/M/F/Vet/Disability
Summary
Manage booking lifecycle, logistics, inventory, reporting, and continuous improvement in healthcare.
Job title
Customer Support Specialist-Planner
Experience level
null
Industry
healthcare
Location requirements
Auckland, New Zealand; remote not allowed.
Salary
Not specified
Management role
No
Required skills
Preferred skills
Specializations
Structured locations inferred from the posting.
Auckland, New Zealand