Global Customer Service & Operations Specialist

Global Customer Service & Operations Specialist 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 talented 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 inspired, invested, cared for, valued, and have a strong sense of belonging. What You Can Expect The Global Customer Service & Operations Specialist is a key operational leader responsible for overseeing and optimizing global order management and customer service execution. This role exercises independent judgment in resolving complex order, fulfillment, and delivery issues that directly impact customer satisfaction, revenue realization, and operational performance. This role exercises independent discretion and judgment on matters of operational significance, including decisions that carry meaningful revenue impact and influence global service governance standards. Based in the United States, this position serves as a strategic liaison between international markets, supply chain, commercial teams, finance, and operations to ensure consistent global service standards. The Specialist is accountable for driving operational excellence, identifying process improvement opportunities, and influencing cross-functional decision-making to enhance service performance and business continuity. How You'll Create Impact Serve as the primary operational owner for assigned international markets, exercising discretion in resolving complex order, fulfillment, and delivery challenges. Act as a strategic point of contact for customers, international distributors, and internal stakeholders regarding order prioritization, fulfillment strategy, and service performance. Evaluate order requirements and determine appropriate execution pathways within ERP and supply chain systems to ensure alignment with business priorities and inventory strategy. Make independent decisions regarding order escalation, prioritization, allocation constraints, and exception management, including determinations that directly impact revenue realization, inventory strategy, and customer retention. Exercise discretion and independent judgment on matters of operational and financial significance, affecting global order management strategy rather than processing individual transactions. Lead cross-functional coordination with warehouse, logistics, finance, regulatory, and commercial teams to proactively mitigate service risks and ensure continuity of supply. Analyze shipment delays, fulfillment gaps, revenue risks, and service trends; determine root cause and implement corrective actions. Develop, monitor, and interpret service KPIs and operational metrics; present performance insights and recommendations to management. Identify systemic process gaps and lead continuous improvement initiatives to enhance order accuracy, efficiency, and global service consistency. Influence operational policies and recommend structural enhancements that impact global service governance, scalability, and enterprise-level operational performance. Perform duties in compliance with applicable FDA and state regulations as well as standards including, but not limited to, ISO 13485. Support after-hours or time-sensitive escalations impacting international markets to maintain service continuity. Other duties as assigned. What Makes You Stand Out High school diploma or equivalent required; Associate or Bachelor's degree preferred. 3+ years of progressive experience in customer service, operations, supply chain, or global order management. Demonstrated ability to exercise independent judgment and manage complex operational scenarios. Demonstrated authority to make decisions that impact operational governance, revenue flow, and cross-functional execution strategy. Experience in a regulated or medical device environment strongly preferred. Strong analytical and problem-solving skills with the ability to translate data into actionable insights. Proficiency in ERP systems (SAP preferred) and Microsoft Office tools. Ability to influence cross-functional stakeholders across multiple time zones and regions. Spanish and/or Portuguese language proficiency strongly preferred. Compensation Data Salary: $58,000 to $72,000 dependent on experience Physical Requirements Travel Expectations Occasional overnight travel as necessary.

Created: 2026-03-10