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Customer Service Lead

2 months ago

Newbury, West Berkshire, United Kingdom Stryker UK Limited Full time
Job Title: Lead ProCare Customer Service Representative

Stryker UK Limited is seeking an experienced Lead ProCare Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service, resolving complex customer issues, and leading a team of customer service representatives.

Key Responsibilities:
  • Process repair and work orders, including loaner management
  • Arrange returns and collections, and handle proof of delivery and pricing requests
  • Handle incoming emails and calls, and proactively communicate with internal and external customers
  • Investigate and resolve invoice disputes, and log and follow up on issue resolution and related communication with customers
  • Take responsibility for executing tasks and supporting colleagues across several complex areas and processes
  • Work with colleagues to effectively organize and prioritize tasks within specific areas
  • Collaborate with other functions and divisions on cross-functional or customer-specific topics
  • Assist in supporting and training more junior colleagues, and act as a mentor for more junior customer service representatives
Requirements:
  • 5 years of experience in technical customer service, order management, or contact center roles
  • Demonstrated ability to build strong relationships with customers and colleagues
  • Ability to communicate proactively and professionally with sales team members and customers
  • Advanced knowledge of MS Excel, MS Outlook, MS Word, and 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
  • Ability to work independently and handle difficult situations
Competencies:
  • Ability to stay calm under pressure and communicate effectively with customers and stakeholders
  • Proven ability to solve problems and queries
  • Ability to work on their own initiative, prioritizing and organizing workload based on experience and input from supervisor
  • Highly customer-focused
  • Strong collaborator with high performance standards
  • Strong internal drive and motivation to make a difference
  • Positive, optimistic mindset and can-do attitude
  • Initiator that can identify and initiate actions to improve process outputs on Service, Cost & Quality
  • Acts with integrity
  • Ability to make autonomous decisions on operational and tactical levels