Lead Procare Customer Service Representative

3 weeks 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)

**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 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.

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
- 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

**Education / Qualifications**
- High School diploma or equivalent

Preferred:

- Further education in a relevant discipline

**Experience / Skills**

Essential:

- 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

**Competencies / Behaviors**
- Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers

and other stakeholders
- Proven ability to solve problems and queries
- Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as

well as input from supervisor
- 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. Solid troubleshooting and problem solving skills under pressure are

required

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