Customer Support Specialist

Zimmer Biomet; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 90,000; Full time

Job summary

Zimmer Biomet is seeking a dedicated Order Management professional to support APAC sales and consignment orders. The role involves processing orders through multiple channels, coordinating bookings and ensuring timely deliveries, while maintaining compliance with KPI targets and quality standards.

Ideal candidates will have a Diploma or Bachelor's degree and strong English communication. Knowledge of SAP or ERP systems and experience with EDI/OCR are highly valued.

Qualifications

• Experience in order management, customer service, logistics or related fields.
• Proficiency with SAP or ERP systems.
• Experience with EDI, OCR, and digital order management platforms.

Responsibilities

• Process and manage orders across channels ensuring accuracy and timeliness.
• Coordinate surgery and procedural bookings and ensure documentation and delivery requirements are met.
• Manage order fulfilment including entry, shipment coordination, tracking and issue resolution.
• Support logistics and distribution with warehouses and freight providers to ensure on-time deliveries.
• Handle export and cross-border shipment requirements and related documentation.

Skills

Order management

Customer service

Logistics

Export operations

Supply chain

Shared services

SAP

EDI/OCR

Education

Diploma or Bachelor's degree

Tools

ERP systems

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

Support all aspects of order entry and order management for sales and consignment orders received in APAC Region. Ensure all orders are processed accurately and on time, within agreed KPI targets. Work closely with in-country Organizations to ensure complete alignment on deliverables and all necessary customer communication is completed. Support coverage across the Australian market, with a blended approach to provide backup support when needed.

How You'll Create Impact

• Process and manage orders received through all channels (EDI, OCR, manual submissions, email, and other approved platforms), ensuring accuracy, completeness, and timely execution.
• Coordinate surgery and procedural bookings, ensuring all order, inventory, documentation, and delivery requirements are met to support customer needs.
• Manage order fulfilment activities, including order entry, allocation, shipment coordination, delivery tracking, and issue resolution.
• Support logistics and distribution operations by liaising with warehouses, freight providers, and internal stakeholders to ensure on-time deliveries.
• Facilitate export and cross-border shipment requirements, including documentation, compliance, customs-related information, and stakeholder communication where applicable.
• Proactively identify, communicate, and resolve order, inventory, supply, delivery, and customer service issues to minimize business disruption.
• Collaborate closely with in-Market Organization (Sales, Customer Service, Supply Chain, Logistics, Planning) and external customers to ensure seamless order-to-delivery execution and resolving issues identified with urgency.
• Maintain compliance with company policies, quality requirements, and service standards while meeting defined KPIs – order/booking/billing accuracy, complaint resolution, delivery cut off times etc.

What Makes You Stand Out

• Proven ability to manage multiple priorities and meet deadlines in a fast-paced, high-volume environment.
• Effective interpersonal and stakeholder management skills in a multicultural and international setting.
• Linguistic specialization for designated market to support could be required
• Strong oral communication and writing skills (Including English and specialized language where applies)
• Demonstrates professional business conduct and accountability.
• Team-oriented with a commitment to collaboration and customer satisfaction.
• Experience in Order Management, Customer Service, Logistics, Export Operations, Supply Chain, or Shared Services environments.
• Knowledge of SAP or other ERP systems.
• Experience with EDI, OCR, and digital order management platforms.

Your Background

• Diploma or Bachelor's Degree in a relevant discipline.
• Strong verbal and written communication skills in English.
• Proficiency in one or more foreign languages (e.g., Japanese, Korean, Mandarin) to support customer and stakeholder interactions.
• Strong customer service, communication, and problem-solving skills.

EOE/M/F/Vet/Disability