Customer Experience Specialist (Dutch)

Zimmer Biomet; Warszawa; On-site; PLN 42,000 - 63,000; Full time

Job summary

Zimmer Biomet in Warszawa is seeking a detail-focused professional to coordinate customer contact, entry and management of orders, ensuring timely processing and accurate feedback. You will work cross-functionally with in-country teams to maintain KPI targets and uphold Perfect Order standards across systems like SAP and Salesforce.

The role emphasizes strong communication, organizational skills and the ability to manage multiple priorities in a global, multicultural environment.

Qualifications

• Experience in customer experience, order management, or shared services.
• Ability to communicate effectively with internal and external customers.
• Strong organizational and problem-solving abilities.
• SAP or Salesforce familiarity is a plus.

Responsibilities

• Coordinate and support all aspects of customer contact, order entry, and order management.
• Ensure timely processing of orders and feedback information aligned with KPIs.
• Collaborate with in-country Customer Service teams for aligned deliverables.
• Manage order status in SAP, Salesforce, and related systems.
• Handle urgent shipments and prioritize processing as needed.
• Support OCR/EDI adoption and daily management activities to achieve Perfect Order standards.
• Process loaner returns and coordinate with customers and carriers.
• Report and document issues with accuracy and compliance.

Skills

Customer service

Communication

Time management

Interpersonal skills

Teamwork

Analytical skills

Education

Commercial education or equivalent qualification

Tools

SAP

Salesforce

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

Coordinate and support all aspects of customer contact, order entry, and order management for sales, consignment, and loaner orders within the assigned geography. Ensure timely and accurate processing of all orders and feedback informations in line with agreed KPI targets. Collaborate closely with in-country Customer Service teams to maintain alignment on deliverables and ensure complete customer communication.

How You'll Create Impact

• Process sales orders received through EDI, OCR, phone, and manual channels, using the appropriate exception-handling process when needed

• Meet KPI targets for accuracy and timeliness across order entry, delivery cut-off times, invoice accuracy, and complaint resolution

• Monitor and update order status in SAP, Salesforce, and Pocket CX

• Act as a key contact for order-related customer inquiries and provide support to internal and external customers

• Handle urgent shipments and prioritize processing based on business needs

• Manage Salesforce cases and ensure timely resolution

• Work closely with in-country Customer Service teams to ensure alignment and effective communication

• Support OCR/EDI adoption and daily management activities to help achieve Perfect Order standards

• Process loaner returns and coordinate with customers and carriers.

• Schedule and manage the loaner system lifecycle, including preparation, pickup, invoicing, and credit notes

• Perform booking-related activities in the Access database, including reservations, schedule changes, and pickups

• Initiate Product Event Reports (PERs) when required

• Support inventory checks, consignment reconciliation, issue escalation, compliance documentation, and complaint handling

What Makes You Stand Out

• Excellent customer service and communication skills for internal and external stakeholders

• Time management skills with proven ability to balance priorities and respond to critical situations in a high-volume environment

• Strong interpersonal skills to work effectively in an international, multicultural environment

• Professional business conduct and ability to collaborate as a team player

• Analytical and problem-solving skills for issue resolution and process improvement

• Commitment to accuracy, compliance, and documentation standards

Your Background

• Commercial education or an equivalent qualification

• C1-level language skills in English and Dutch

• Working experience in customer experience, order management, or a shared services environment

• SAP / Salesforce experience would be a plus

EOE/M/F/Vet/Disability