Customer Support Specialist-Planner

The Customer Support Specialist-Planner at Zimmer Biomet is responsible for managing the booking lifecycle for surgery and loan set operations, ensuring accurate data entry, timely stock delivery, and effective customer communication. The role involves coordinating logistics, managing inventory, and supporting continuous improvement initiatives. Candidates must have tertiary qualifications in logistics or operations and experience in customer service or loan set operations, ideally within the medical sector. Proficiency with ERM systems, particularly SAP, and the ability to analyse logistics data are essential. The position requires up to 5% travel and offers opportunities to collaborate with internal and external stakeholders to optimise booking and inventory processes.

The Customer Support Specialist-Planner at Zimmer Biomet plays a vital role in managing the loan set and long-term consignment booking lifecycle. This position is responsible for ensuring all surgical bookings are processed accurately and on time, coordinating with internal and external stakeholders, and optimising inventory levels. The role requires strong partnership skills with logistics, sales, and marketing teams to deliver superior customer service and drive continuous improvement in support operations. Candidates will benefit from a flexible working environment, development opportunities, and a culture of recognition, as explicitly stated in the job description. Compensation and benefits are not specified in the provided text.

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

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

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

Responsibilities:

• Responsible for executing the loan set and long-term consignment booking lifecycle.
• Take ownership of ensuring all surgery bookings are entered accurately and in a timely manner into Zimmer Biomet systems.
• Collaborate cross-functionally to coordinate transport operations with logistics, customer support, and third-party service providers.
• Deliver high-quality customer queries by investigating issues, developing corrective actions, and communicating feedback to customers.
• Lead efforts to monitor and manage state-based inventory levels, identifying and highlighting out-of-stock risks.
• Play a key role in shaping inventory optimisation by collaborating with inventory, sales, marketing, and logistics management teams.
• Report daily loan set inventory status and provide support for non-conformance reporting processes.
• Help drive innovation in customer support operations by engaging in and supporting projects for continuous improvement.

Skills:

• Previous experience within customer service and/or loan set operations, ideally in the medical industry, is essential.
• Demonstrated ability to learn functional and technical skills and behavioural competencies is required.
• Ability to analyse logistics data and interpret trends and implications is necessary.
• Exposure to and experience with ERM systems, ideally SAP, is required.

Education:

• Tertiary qualifications in a logistics or operations related discipline are required.