Customer Experience Coordinator IV
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AI Summary
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 Experience Coordinator IV will lead highly complex customer issues, ensuring high-quality service, efficient processes and alignment with customer experience strategy
How You'll Create Impact
- Coordinate and prioritize daily workflows as directed by leadership.
- Serve as the escalation point for the most complex or urgent customer issues requiring high-level coordination.
- Trains and mentors team members on processes, policies and systems.
- Partner with leadership to track key performance metrics, identifying trends and recommending improvements to enhance service quality.
- Support leadership with process improvement implementation and ensuring documentation is current and compliant.
This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.
What Makes You Stand Out
- Demonstrated ability to resolve complex issues and manage escalations with professionalism.
- Leadership and operational experience in customer service settings.
- Strong knowledge of CRM and ERP systems (e.g., SAP, ServiceNow) required.
- Ability to communicate effectively across levels and functions.
- Proven ability to manage priorities in a fast-paced, high-volume environment.
- Demonstrated success with process improvement and team development.
- Advanced customer issue resolution
Your Background
Required Education/Experience:
- High School Diploma or Equivalent and 6 years of relevant experience
Preferred Education/Experience:
- 6 years of customer service experience preferably in healthcare, medical devices, or other regulated industries preferred.
Travel Expectations
- Up to 5%
EOE/M/F/Vet/Disability
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