Customer Experience Supervisor

7 months ago

Riyadh, Saudi Arabia Zimmer Biomet Full time

**Requisition Number**: EMEA10572

**Employment Type**: Full-time

**Location**: Riyadh

**What Is It Like To Work at Zimmer Biomet**:
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.

**Zimmer Biomet Offers You An Exciting Position With Good Career Prospects in a Fast-growing International Business, And a Competitive Remuneration Package**
- Possibility to grow, develop, and be promoted within a Team
- Friendly, warm and creative atmosphere
- Healthy, inspiring, and international work environment
- Ongoing coaching and talent development
- Access to future career opportunities
- Hybrid work model
- Competitive reward packages
- Annual bonus
- Social and CSR events
- Wellbeing initiatives

**What You Can Expect**:
Leads and directs the activities of the Customer Experience department. The Customer Experience Lead has direct responsibility for leading, managing and ensuring the Customer Experience team executes intended service offerings in a timely, complete and compliant manner for/with distributors, customers, and business partners. The Customer Experience Lead is responsible for increasing customer focus through developing and implementing strategies and solutions to increase customer satisfaction.

This position’s responsibilities also include analysing, evaluating, developing, and providing action plans and recommendations for the improvement of current state service offerings, processes, policies, procedures, and practices involving Customer Experience team members and other areas of the organization that directly and indirectly impact customers of Zimmer Biomet. This position requires a high degree of analysis, detail/due diligence, cross functional coordination, and interaction with multiple levels within the organization.

**How You Create Impact**:

- Provide leadership for the Customer Experience department.
- Partners with customers and sales personnel to implement lean processes and optimize service levels. Manage department staffing and schedules to satisfy business needs.
- Assists with office billing daily and serves as back-up support for all positions.
- Oversee execution & processing of all customer transaction types (direct, consignment, loaners, returns, & others)
- Oversee execution & processing of consignment replenishment transactions
- Ensure proper adherence to pricing policies & procedures
- Daily tracking to ensure all direct orders are shipped, be able to obtain the respective proof of deliveries, and ensure proper documentation for all required documents including upload into SAP
- Orders to be processed with an agreed timeframe and case tracker to be used to ensure all cases are invoiced
- Prepare Open order analysis and align with commercial team on targets & plans
- Processes orders requiring special intervention and analyses. Requires high degree of research and problem solving. Ensures that all reports are run on time to enable achievement of monthly quota
- Reviews and processes requests for credits, pricing adjustments, quote responses, product shipment tracking, product experience reports, complaints, and special programs
- Ensure required approvals are obtained for all special authorizations, i.e., credits, pricing and other are retained as required
- Address internal and external customer queries within an acceptable timeframe
- Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records).
- Implement performance metrics to identify departmental and individual strengths and weaknesses and respond accordingly.
- 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.
- Develop, capture, analyze and communicate department and individual performance metrics.
- Identify, design, recommend and lead process and technology/system improvement initiatives
- Initiate, lead and facilitate departmental and cross-departmental projects/initiatives
- Have a detailed working knowledge of employee job responsibilities, system capabilities and limitations and fill in for direct reports whenever needed
- Anticipate the needs of direct and upper management and formulate programs, initiatives, and recommendations accordingly.
- Understand, monitor, and utilize financial KPIs that either directly or indirectly affect or are affected by the appropriate process vertical.
- Balance the need to consistently operate with a high degree of independence/autonomy and judgment with knowing when to escalate issues that deserve escalation to direct or indirect management.

**What Will Make You Stand Out**:

- Bach

  • Customer Experience Supervisor

    6 months ago

    Riyadh, Saudi Arabia Grand Community Co Full time

    **Responsibilities**: - Responsible for customer service in the Middle East region; Develop and implement customer service procedures and service standards; - Summarize customer complaints, send product defect problems to product, R & D department in time, and promote optimization; - Have the ability to deal with customer emergencies, crisis coordination...

  • Customer Experience Manager

    7 months ago

    Riyadh, Saudi Arabia RedBox Technologies Full time

    RedBox Technologies, a leading logistics company in Saudi Arabia, is seeking a passionate and customer-focused Customer Experience Manager to join our team. RedBox Technologies is revolutionizing the way parcels are sent, received, and returned through our innovative smart locker solutions. We are committed to providing exceptional customer service and...

  • Customer Experience Consultant

    7 months ago

    Riyadh, Saudi Arabia Devoteam Full time

    Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity. By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future. With 25 years’ experience and more than 8,500 employees across Europe, the Middle East and Africa, Devoteam promotes responsible...

  • Customer Experience Consultant

    6 months ago

    Riyadh, Saudi Arabia Devoteam Full time

    Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity. By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future. With 25 years’ experience and more than 8,500 employees across Europe, the Middle East and Africa, Devoteam promotes responsible...

  • Guest Experience Supervisor

    7 months ago

    Riyadh, Saudi Arabia Apt Resources Full time

    Our client, a luxurious 5-star deluxe hotel, is seeking a Guest Experience Supervisor to ensure exceptional service and unforgettable experiences for our guests. As a Guest Experience Supervisor, you will be responsible for overseeing the daily operations of the guest relations team and ensuring that all guest interactions are handled with utmost...

  • Program Manager, Customer Experience

    6 months ago

    Riyadh, Saudi Arabia Afaq Q Tech General Trading Full time

    3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining...

  • Head of Customer Experience

    7 months ago

    Riyadh, Saudi Arabia Sweater Full time

    **Join the Sweater Revolution as our Head of Customer Experience (CX)** **Location**: Riyadh, Saudi Arabia **Employment Type**: Full-time **Who We Are**: At Sweater, we're redefining car care in Riyadh with a focus on quality, convenience, and sustainability. Our mission is to deliver top-tier car care experiences that not only meet but exceed customer...

  • Solutions Architect

    7 months ago

    Riyadh, Saudi Arabia Persistence Recruitment Full time

    Persistence Recruitment, in collaboration with Jawraa, a leading Saudi Digital Transformation company, is actively recruiting for Saudi Arabia’s Public Investment Fund's Sovereign Fund Culture and Tourism Destination Giga-Project. This ambitious project aims to revolutionize the tourism and cultural landscape through multi-billion USD Giga...

  • Business Analyst

    7 months ago

    Riyadh, Saudi Arabia Persistence Recruitment Full time

    Persistence Recruitment, in collaboration with Jawraa, a leading Saudi Digital Transformation company, is actively recruiting for Saudi Arabia’s Public Investment Fund's Sovereign Fund Culture and Tourism Destination Giga-Project. This ambitious project aims to revolutionize the tourism and cultural landscape through multi-billion USD Giga...

  • Guest Experience Supervisor

    7 months ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24102202 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Riyadh, King Abdullah Ibn Abdulaziz Road Al Woroud District, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying...

  • Customer Care Supervisor

    7 months ago

    Riyadh, Saudi Arabia Chalhoub Group Full time

    **INSPIRE | EXHILARATE | DELIGHT** For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty,...

  • Sales Supervisor in Ksa

    7 months ago

    Riyadh, Saudi Arabia Al-Hathaifa Group Full time

    We are seeking a dynamic Sales Supervisor to lead a team of 25 promoters for outdoor activities in the Kingdom of Saudi Arabia (KSA). **Requirements**: - Minimum of 2 years of supervisory experience in telecom sales. - Valid KSA driving license. **Benefits**: - Salary: 4500 SAR - Car and fuel provided - Excellent commission structure **Job Types**:...

  • Guest Experience Supervisor

    7 months ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24101825 **Job Category** Rooms & Guest Services Operations **Location** Marriott Riyadh Diplomatic Quarter, 6781 Abdullah AlSahmi Street, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying guest...

  • Sales Supervisor

    7 months ago

    Riyadh, Saudi Arabia ABANA Enterprises Group Co. Full time

    Sales Supervisor. **Role Purpose**: The Sales Supervisor at ABANA Enterprises Group Co. will be responsible for leading and managing a team of sales representatives to achieve sales targets and drive revenue growth. They will provide coaching and guidance to their team members, monitor sales activities, develop sales strategies, and analyze market trends to...

  • Guest Experience Supervisor

    7 months ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24015227 **Job Category** Rooms & Guest Services Operations **Location** Marriott Riyadh Diplomatic Quarter, 6781 Abdullah AlSahmi Street, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying guest...

  • Restaurant Supervisor

    8 months ago

    Riyadh, Saudi Arabia Eram Talent Full time

    At Eram Talent, we are currently looking to hire a Restaurant Supervisor to join our team. As a Restaurant Supervisor, you will be responsible for overseeing the daily operations of our restaurant and ensuring exceptional customer service. **Requirements**: To be successful in this role, you should have prior experience as a Restaurant Supervisor or in a...

  • Key Account Supervisor

    2 days ago

    Riyadh, Saudi Arabia PepsiCo Full time

    Overview: As part of the KSA sales team the primary role of this position is to maximize sales volume, minimize stales, achievement of distribution targets, implementation of agreed merchandising standards, collection of accounts receivable and maintaining high levels of customer service. The supervisor will be required to attend training courses designed to...

  • Store Supervisor

    7 months ago

    Riyadh, Saudi Arabia Naya Jobs Full time

    SAUDI ARABIA HIRING = FREE RECRUITMENT + VISA +TICKET We are a licensed recruitment agency from India. We are hiring for multiple positions SUPERVISORS AND DEPARMENT INCHARGE Supervisor / Department incharge is a professional who is responsible for overseeing the daily operations of their store, making sure it runs smoothly and effectively. Their duties...

  • Head of Customer Experience and Call Centre

    1 day ago

    Riyadh, Saudi Arabia Nana Direct Full time

    **About Nana**: Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride. Nana was established in 2016 and is headquartered in Riyadh, Ar Riyad, Saudi...

  • Laundry Supervisor

    8 months ago

    Riyadh, Saudi Arabia Hilton Full time

    Laundry Supervisor A Laundry Supervisor is responsible for managing overall daily operations of the Laundry Room to deliver an excellent Guest and Member experience while ensuring quality controls and guest inquiries. **What will I be doing?** As a Laundry Supervisor, you are responsible for managing overall daily operations of the Laundry Room to deliver...