Lead Kit Booking 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 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)
**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**:
Stryker 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.
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