Lead ProCare Customer Service Representative
2 weeks ago
Why customer service at Stryker?
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will doHere, you willbe a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks –liketuition reimbursement and a wellbeing program (*Benefits vary by country)
The Lead ProCare Customer Service Representative is an experienced ProCare Customer Service Representative, well-versed in the day-to-day activities and the procedures around technical customer service including service contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem.
What you will do:
· Processing Repair / Work Orders incl. Loaner management
· Arranging returns and collections and handling proof of delivery and pricing requests
· Handling incoming e-mails and calls
· Proactively communicating with internal & external customers
· Investigating and resolving invoice disputes
· Logging and follow up of issue resolution and related communication back to the customer
· Take responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
· Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
· Working collaboratively with other functions and divisions on cross-functional or customer specific topics
· Assist in supporting and training more junior colleagues
· Act as a mentor for more junior customer service representatives
Who we want
· 5 years in technical customer service, order management or contact center roles
· Has demonstrated the ability to build strong relationships with customers and colleagues
· Can communicate proactively and professionally with Sales team members and Customers
· Ability to adapt to different types of people and situations to ensure positive outcomes
· Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
· Good ERP system knowledge Desirable:
· Solid understanding of Customer Service process flows
· Solid understanding of good documentation practices and documentation retention
· Experience in service and maintenance, order management or technical customer contact processes
· Has some experience of handling difficult situations independently
· Working level of English
About StrykerStryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
More information is available at stryker.com
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