Lead Kit Booking Representative

7 months ago


Newbury, United Kingdom Stryker Corporation Full time

**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 do Here, you will be 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 - like tuition reimbursement and a wellbeing program (*Benefits vary by country)

**Job Description**:
Company Overview:
Listed as one of the great places to work in Europe, Stryker is a leading medical technology company, where you will

have a huge opportunity to make a difference to the critical service, we provide to health care organizations. You will

be a part of a company that places a huge importance on employee engagement and will have opportunities to further

your personal and professional development through learning new technical and soft skills. You will also gain a broad

range of experience in both your area of responsibility but also across the wider business, providing long-term growth

opportunities to forge a career for yourself. Everyone at Stryker is committed to our mission - “Together with our

customer we are driven to make healthcare better”, and we focus every day on making this a central part of our culture.

Position Summary:
The Lead Kit Booking Representative is an experienced kit booking representative, well-versed in the day-to-day

activities and the procedures around Kit Booking. The Lead Kit Booking Representative has a good view of the way the

team integrates with other teams in the ecosystem.

The Lead Kit Booking Representative is expected to coach/mentor other Kit Booking Representatives and possibly

assist management with task assignment across the service representative team.

Key Activities & Responsibilities:

- Processing kit booking orders, credits, loan kit queries
- Arranging returns and collections and handling proof of delivery and pricing requests
- 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 a number of complex areas /

processes and queries
- Work with your colleagues to effectively organize and priorities 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

Education / Qualifications:

- High School diploma or equivalent

Preferred:

- Further education in a relevant discipline

Experience / Skills

Essential:

- 5 years in customer service, order management or contact center roles
- Experience in Kit Booking, order management or customer contact processes is desirable, preferably in a kit

related business
- Excellent understanding of Customer Service process flows
- Excellent understanding of good documentation practices and documentation retention
- Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
- Good ERP system knowledge

Desirable:

- Experience with Business Process Analysis
- Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare

Markets)
- Working level of English

Competencies / Behaviors:

- Highly customer focused
- Strong collaborator which sets high performance standards
- Strong internal drive and motivation to make a difference
- Positive, optimistic mindset and can-do attitude
- Initiator that can identify and initiates actions to improve process outputs on

Service, Cost & Quality:

- Acts with integrity
- Ability to make autonomous decisions on operational and tactical levels
- Willingness to develop lean approach

**About Stryker



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