Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.
Highly visible role that provides leadership, service, and support for Zimmer Biomet by maintaining and expanding relationships with our customers who include distributors, independent agents, direct sales, and support staff. The Supervisor’s overall objective is to satisfy, and often exceed, our customer’s needs by ensuring orders are fulfilled, and service metrics meet business goals. Establishes and maintains a Sale Support department that provides friendly response, exceptional service, and meets and often exceeds our customer’s needs. Manages evaluation process, Kit Consignment, and process flow for shipments, returns, and replenishment. Proactively seeks ways through training, product and case knowledge, field travel to gain an understanding of best business practice and implement tools and processes to improve upon the overall satisfaction of our customers. Develops talent and identifies tools necessary to align department performance to business goals. Reports on metrics of team for all tasks
Principal Duties and Responsibilities
Develops metrics and dashboards around order to cash tasks, evaluations, shipments, sales, and other commercial activities
Manage staffing assignments to ensure appropriate shift coverage throughout the workweek.
Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records).
Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination or other employee relations requirements.
Works directly with cross functional leaders
Collaborates and communicates with related internal teams around commercial opportunities
Works with Sales Support Representatives to maintain proper field inventory levels.
Build positive relationships and an arena of trust with distributors, office staff, sales representatives, sales management, and other internal business partners including operations, supply chain, marketing, finance, IT, etc.
Manage involvement in other business-related projects such as: product launches, back orders, service metrics, warehouse requests, marketing requests, planning and production assistance.
Compile metrics, data, or information as needed to support or present at meetings or otherwise.
Manage all team activities related to: Daily status reports or documentation and communication around opportunities, shipments, sales reports or returns with appropriate field representatives.
Expected Areas of Competence
Positive attitude and ability to create a culture of superior service
Proactive problem-solver and solution provider
Ability to communicate and coordinate across multiple levels of the company and teams
Ability to train teams on system tools, sales order processing, case management, etc
Required up to 20% travel
Microsoft Office, Excel, SAP
Bachelor’s degree (B.A.) from a four-year college or university
2+ years’ experience in a sales support environment
Up to 20%
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.
At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.