Customer Service Specialist

3 weeks ago


Newbury, United Kingdom Stryker 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)

**Customer Service Specialist**

**(12 month FTC)**

**Summary**

The ProCare Customer Service Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process, which includes repair order management, loaner management and service contract management. The ProCare Customer Service Specialist would be expected to be able to perform the majority of the tasks being done by the team, help out with complex queries and work across different stakeholders and functions to resolve issues. He/she would be required to assist with process review and creation, training of junior team members and ensuring the team are meeting the KPIs and SLAs.

**Key Activities & Responsibilities**
- Processing Repair / Work Orders incl. Loaner management
- 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
- Perform the training for junior or new members of the team
- Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
- Work on improvement of processes with other departments as well as internal procedures
- Perform follow up investigations into ensuring the team are meeting the KPIs and SLAs.
- Act as a mentor for more junior customer service representatives

**Education / Qualifications**
- College or university degree, or equivalent relevant experience

**Experience / Skills**
- Essential:_
- 0-1 year if degree, +5 years of experience in the field or in a related area required if no degree
- Expertise in order management and contact center skills
- 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:_
- Proven ability to solve problems and queries
- Experience with Business Process Analysis
- Fluency in English + language of base country, spoken and written
- Experience in service and maintenance, order management or technical customer contact processes

**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
- Ability to identify and suggest innovative ideas for improvement
- Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers

and other stakeholders
- Understands what is needed to accomplish establish appropriate goals, priorities and objectives
- Demonstrate clear evidence of objective measurement of their achievements
- Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as

well

**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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