Customer Experience Specialist (Dutch)

Job description

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. What You Can Expect Coordinate and support all aspects of customer contact, order entry, and order management for sales, consignment, and loaner orders within the assigned geography. Ensure timely and accurate processing of all orders and feedback informations in line with agreed KPI targets. Collaborate closely with in-country Customer Service teams to maintain alignment on deliverables and ensure complete customer communication How You'll Create Impact Process all sales orders received from all channels (EDI, OCR, phone, manual) immediately, using appropriate exception and communication processes when issues arise.

Ensure compliance with KPI targets for accuracy and timeliness, including order entry, EDI management, delivery cut-off times, invoice accuracy, and complaint resolution. Monitor and update order status in systems such as SAP, Salesforce, and Pocket CX. Act as primary point of contact for customer inquiries related to orders and provide telephone support for internal and external customers. Handle urgent shipments and prioritize processing as needed.

Manage Salesforce cases and ensure timely resolution. Coordinate with in-country Customer Service teams to ensure alignment and effective communication. Support daily management and promote OCR/EDI adoption to achieve “Perfect Order” standards.

• Process loaner returns, including administrative checks, customer and carrier coordination. Plan and manage OR scheduling for loaner systems.

Handle loaner system lifecycle

preparation, pickup, invoicing, and credit notes in SAP/MyMediset. Perform booking-related tasks using Access database (reservation acceptance, schedule changes, pickups). Initiate and manage PER (Product Event Reports) when applicable. Support inventory checks and consignment stock reconciliation. Escalate issues promptly to relevant stakeholders and maintain accurate documentation for audit and compliance. Process and resolve customer complaints.

What Makes You Stand Out Proficiency in SAP, Salesforce, MyMediset, and EDI/OCR workflows. Excellent customer service and communication skills for internal and external stakeholders. Time management skills with proven ability to balance priorities and respond to critical situations in a high-volume environment. Strong interpersonal skills to work effectively in an international, multicultural environment. Strong knowledge of order management processes (sales, consignment, loaner) and related KPIs.

Language proficiency for designated markets; good oral and written communication skills in English and other required languages. Professional business conduct and ability to collaborate as a team player. Analytical and problem-solving skills for issue resolution and process improvement. Familiarity with inventory and loaner management, including OR planning and returns. Commitment to accuracy, compliance, and documentation standards.

Your Background Must have: Language skills English, Dutch and French at C1 Nice to have: Commercial education or equivalent, experience in CX, SAP & Salesforce expertise and/or experience in Order Management and Shared Services environment. EOE/M/F/Vet/Disability