After Sales Customer Service

**Requisition Number**: EMEA10813

**Employment Type**: Full-time

**Location**: Barcelona

**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**:
**How You Create Impact**:

- Problem Resolution: Identify and troubleshoot customer issues, utilizing product knowledge and technical expertise to resolve problems effectively and efficiently. Collaborate with other teams, such as Technical Support and Field Service, when necessary, to address complex issues.
- Order Management: Manage the after-sales process, including order processing, tracking, and coordinating product returns or replacements. Ensure accurate and timely handling of customer requests to meet service level agreements.
- Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions using a CRM system. Update customer profiles and service history to enable efficient support and follow-up.
- Customer Feedback: Gather customer feedback and communicate valuable insights to relevant internal teams. Advocate for customer needs, providing valuable input to improve products and services.
- Training and Product Education: Stay up-to-date with product knowledge, technological advancements, and industry trends to better assist customers. Conduct product training for customers when required.
- Warranty and Service Agreements: Administer warranty claims and service agreements for customers, ensuring adherence to company policies and procedures.
- Customer Retention: Develop and maintain positive relationships with customers to promote loyalty and repeat business. Proactively reach out to customers to gauge satisfaction and identify potential issues.
- Continuous Improvement: Collaborate with the team to identify opportunities for process improvement, contributing to an efficient and effective customer service department.

**What Will Make You Stand Out**:

- Experience in Customer Support
- High level of Spanish and Portuguese.

**What Will Make You Successful**:

- Bachelor's degree in a relevant field (e.g. Business Administration, Operations Management) or equivalent work experience.
- Strong understanding of repair processes, quality control, and compliance requirements.
- Proven work experience in customer service, preferably in the medical device or healthcare industry.
- 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.
- Ability to work independently and collaboratively in a team-oriented environment.
- Knowledge of medical devices, particularly orthopedic or related equipment, is advantageous.
- Good command of English both verbal and written.
- Flexibility
- Resilience
- Problem solving capability
- Willingness to learn
- Excellent communication skills
- Ability to perceive customers
- Time Management Skills

**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._