At 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.
As a vital part of Zimmer Biomet’s capital sales program, the After Sales Customer Service Specialist serves as the central point of contact for all service-related activities. In this role, you will manage customer inquiries received through multiple channels, including email, phone, and internal departments, ensuring accurate entry into the CRM system for efficient follow-up and resolution. You will also coordinate the movement of defective and repaired products, prepare repair quotations, secure the necessary approvals, and oversee the shipment and collection of loan devices to support customers during repair periods. In addition, you will help drive customer satisfaction by coordinating proactive scheduled maintenance activities across the capital product portfolio in close collaboration with the field service team.
- You will provide timely and efficient support to customers via various communication channels, such as phone, email, and through internal channels.
- You will assist customers with product-related inquiries, technical issues, and order status updates.
- You will Identify and troubleshoot customer issues.
- You will collaborate with other teams, such as Technical Support and Field Service, when necessary, to address complex issues.
- You will manage the after-sales process, including order processing, tracking, and coordinating product returns or replacements.
- You will maintain detailed records of customer interactions, inquiries, and resolutions using a CRM system.
- You will gather customer feedback and advocate for customer needs, providing valuable input to improve products and services.
- You will administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.
- You will develop and maintain positive relationships with customers to promote loyalty and repeat business including proactively reaching out to them to gauge satisfaction and identify potential issues.
- Strong understanding of repair processes, quality control, and compliance requirements.
- Experience in the medical device industry is considered an advantage.
- Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
- Ability to work independently and collaboratively in a team-oriented environment.
- Proven work experience in customer service.
- Good command of Italian and English both verbal and written.
- Excellent communication, problem solving capabilities and interpersonal skills to effectively collaborate with internal teams and external customers.
- Familiarity with CRM software and order management systems, knowledge of Service Max and SAP advantageous.
The compensation indicated in this job posting represents the minimum annual salary for the position. Final remuneration will be determined based on the selected candidate’s experience, skills, and qualifications, in accordance with applicable EU pay transparency and pay equity requirements.
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Applicable CCNL: National Collective Labour Agreement for employees of companies in the Tertiary, Distribution and Services sectors – CNEL code H011
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Minimum annual salary: € 27,113.00
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Variable Pay: In addition to base salary, the total compensation package may include bonuses, benefits, and other incentives. Your recruiter will discuss these elements with you during the recruitment process.
EOE/M/F/Vet/Disability
