Manager International Distribution & Customer Service

About the role

The Manager, International Distribution & Customer Service is responsible for leading and optimizing global customer service operations and international distribution activities to ensure exceptional service, operational efficiency, and customer satisfaction.

Responsibilities

• Serve as the primary operational owner for assigned international markets, exercising discretion in resolving complex order, fulfillment, and delivery challenges.
• 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.
• 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.
• Support after-hours or time-sensitive escalations impacting international markets to maintain service continuity.
• Lead employees to meet the departmental and organizational expectations for productivity, quality, continuous improvement and goal accomplishment.
• Coach, mentor and develop staff, including recruitment and onboarding, performance management and career development.
• Train personnel in ERP system or other processes as needed.

Requirements

• Knowledge of international distribution, customs documentation, shipping processes, and global order management.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills.
• Proficiency in ERP systems (SAP preferred) and Microsoft Office applications.
• Demonstrated ability to influence and collaborate across multiple functions, regions, and levels of the organization.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field, or equivalent experience.
• 5+ years of progressive experience in customer service, operations, supply chain, distribution, logistics, or global order management.
• 4+ years of leadership experience managing employees and/or supervisors.

Skills

• Fluency in both English and Spanish (written and verbal).

Benefits

Zimmer Biomet offers a comprehensive benefits package including:

• Development opportunities
• Robust employee resource groups (ERGs)
• A flexible working environment
• Location-specific competitive total rewards
• Wellness incentives
• A culture of recognition and performance awards

Pay

$90,000 - $120,000 USD annually, depending on experience and qualifications.

Schedule

Flexible work schedule.