Marcos Munoz
Customer Service / Marketing
Hawthorne,NJ
Summary
Results-driven and detail-oriented manager with over 17 years of experience in the medical technology industry. Specializing in marketing, product support, customer service, distribution, and operations. Proven track record in streamlining operations, reducing costs, and improving organizational efficiency. Expertise in team leadership, process optimization, and cross-functional collaboration. Recognized for analytical problem-solving skills and strong commitment to customer satisfaction. Dedicated to enhancing the success of any organization I am a part of, with a focus on achieving measurable results.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Commercial Account Executive – Customer Service / Marketing
Aurobindo Pharma USA
East Windsor, New Jersey
10.2023 - 01.2025
- Manage markets over 80% of the top 100 most prescribed products in the world
- Managed a diverse portfolio of commercial accounts, ensuring exceptional customer service and retention rates
- Collaborated with team members to drive sales initiatives and close high-value deals consistently
- Provided ongoing support to clients, addressing concerns promptly and maintaining strong relationships built on trust
- Mentored junior team members in best practices for successful account management, contributing to overall team performance improvements
- Actively communicated with existing clients, identifying upsell opportunities that contributed to revenue growth goals consistently met or surpassed each quarter
- Coordinated cross-functional teams seamlessly during complex projects while ensuring clear communication, swift decision-making, and successful outcomes
- Collaborated with sales teams to identify new opportunities and expand commercial accounts
- Managed a diverse portfolio of commercial accounts, maintaining strong relationships through exceptional service delivery
Associate Marketing Manager - Product Life Cycle
Stryker
Mahwah, New Jersey
05.2016 - 03.2021
- Led product lifecycle management for joint replacement implants and Mako Robotics, ensuring seamless product launches and inventory transitions
- Collaborated with cross-functional teams, including Marketing, Finance, Regulatory Affairs, Quality Assurance, and Distribution, to optimize product rollouts
- Managed supply chain activities, demand planning, and inventory control to align with corporate commercialization strategies
- Provided sales, inventory, shipment, and order data to field operations and marketing teams for strategic decision-making
- Ensured on-time and damage-free delivery by coordinating with logistics providers and customer service teams
- Conducted market analysis to guide product lifecycle strategies and maintain industry leadership
Product Support Lead - Customer Service
Stryker
Mahwah, New Jersey
10.2012 - 05.2016
- Awarded Stryker Customer Excellence Award (2014) for delivering exceptional service and resolving device issues during surgeries
- Served as the primary point of contact for product-related inquiries, providing 24/7 emergency support as a Level 2 Supervisor
- Strengthened client relationships, increased retention rates, and consistently exceeded service standard goals
- Processed up to 300 orders daily while ensuring accurate pricing and inventory records in the ERP system
- Developed and conducted training programs, including sales training, cadaver labs, and live surgeries
- Recruited, trained, and mentored personnel to build a high-performing support team
Business Service Clerk Lead - Office Services
Stryker
Mahwah, New Jersey
02.2009 - 10.2012
- Supervised and trained a team of five, enhancing efficiency in mailroom, warehouse, and shipping operations
- Monitored workflow, optimized resource allocation, and implemented cost-saving initiatives
- Ensured compliance with health and safety regulations while improving operational efficiency
- Managed shipping logistics, coordinating with FedEx, UPS, and DHL for national and international shipments
- Oversaw conference room bookings and provided logistical support for corporate meetings
Lead Packaging Associate - Packaging
Stryker
Mahwah, New Jersey
05.2006 - 01.2009
- Managed daily packaging and shipping operations, processing over 300 orders per shift
- Maintained compliance with regulatory and cGMP guidelines to ensure product safety and quality
- Operated cleanroom equipment and adhered to sterilization procedures
- Optimized packaging processes to minimize waste and improve efficiency
- Maintained inventory accuracy through meticulous record-keeping and replenishment processes
Education
GED -
Silk City
Paterson, NJ 01.2025 - 03.2025
Skills
Skills & Competencies
- Leadership & Team Development: Talent development, employee training, coaching, and mentorship
- Customer Focus & Service Excellence: Client relations, complaint resolution, and customer retention
- Strategic & Operational Expertise: Supply chain management, logistics, and strategic planning
- Marketing & Product Management: Branding, market analysis, and product lifecycle management
- Regulatory & Compliance Knowledge: Quality assurance, safety standards, hazardous materials handling
Top Strengths
- Restorative – Adept at problem-solving and process improvement
- Input – Strong ability to gather and utilize information effectively
- Strategic – Skilled at long-term planning and executing business strategies
- Achiever – Driven to exceed goals and deliver results
- Relator – Excellent relationship-building and collaboration skills
Timeline
GED -
Silk City
01.2025 - 03.2025
Commercial Account Executive – Customer Service / Marketing
Aurobindo Pharma USA
10.2023 - 01.2025
Associate Marketing Manager - Product Life Cycle
Stryker
05.2016 - 03.2021
Product Support Lead - Customer Service
Stryker
10.2012 - 05.2016
Business Service Clerk Lead - Office Services
Stryker
02.2009 - 10.2012
Lead Packaging Associate - Packaging
Stryker
05.2006 - 01.2009
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