Customer Experience - Local Strategic Partner

Zimmer Biomet; Breda; On-site; EUR 45,000 - 65,000; Full time

Job summary

Zimmer Biomet in Breda, Netherlands, is seeking a Customer Experience Local Strategic Partner to be the key contact for customers and internal teams across the order-to-cash, service and loaner lifecycle, ensuring excellent service and driving customer experience improvements.

Responsibilities include processing sales orders, managing exceptions, coordinating loaner activities, handling returns and invoice queries, and contributing to digitalization initiatives such as EDI and OCR.

Qualifications

• Completed commercial education or an equivalent qualification.
• Initial experience in customer experience, order management, shared services, or a comparable operational environment.
• Familiarity with SAP, Salesforce, MyMediset, CX Pocket App, and/or EDI/OCR workflows is an advantage.
• Understanding of sales, consignment, loaner, or inventory processes is desirable.
• Fluent written and spoken Dutch, French and English.

Responsibilities

• Provide professional, timely support by phone and email and act as a trusted contact for customers and internal partners
• Process sales orders, manage exceptions and communicate clearly on order status, delivery priorities and urgent shipments
• Own customer cases through resolution, ensuring accurate documentation and a consistently high service standard
• Coordinate loaner activities, including scheduling, returns, pickup arrangements, invoicing and related administration
• Support returns, invoice queries, credit-note requests and complaint handling in line with established processes
• Share customer feedback and local-market insights to strengthen strategic relationships and service quality
• Contribute to digitalization and continuous-improvement initiatives, including EDI, OCR, automation and process optimization

Skills

Highly organized

Analytical skills

Customer-focused

Education

Commercial education or equivalent

Tools

SAP

Salesforce

MyMediset

CX Pocket App

EDI/OCR workflows

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

As a Customer Experience Local Strategic Partner, you are the key contact for customers and internal teams across the order-to-cash, service and loaner lifecycle, ensuring excellent service while helping improve the customer experience.

How You'll Create Impact

• Provide professional, timely support by phone and email and act as a trusted contact for customers and internal partners
• Process sales orders, manage exceptions and communicate clearly on order status, delivery priorities and urgent shipments
• Own customer cases through resolution, ensuring accurate documentation and a consistently high service standard
• Coordinate loaner activities, including scheduling, returns, pickup arrangements, invoicing and related administration
• Support returns, invoice queries, credit-note requests and complaint handling in line with established processes
• Share customer feedback and local-market insights to strengthen strategic relationships and service quality
• Contribute to digitalization and continuous-improvement initiatives, including EDI, OCR, automation and process optimization

What Makes You Stand Out

• Highly organized, accurate and able to manage competing priorities in a fast-paced environment
• Proactive problem solver with strong analytical skills and sound judgment in issue escalation and follow-up
• Customer-focused, communicative and collaborative, with the confidence to work across internal and external stakeholders

Your Background

• Completed commercial education or an equivalent qualification
• Initial experience in customer experience, order management, shared services, or a comparable operational environment
• Familiarity with SAP, Salesforce, MyMediset, CX Pocket App, and/or EDI/OCR workflows is an advantage
• Understanding of sales, consignment, loaner, or inventory processes is desirable
• Fluent written and spoken Dutch, French and English

EOE/M/F/Vet/Disability