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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 make autonomous decisions on operational and tactical levels
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 their own experience and input from supervisor
  • Highly customer-focused and strong collaborator
  • 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, and Quality

Stryker UK Limited is an equal opportunities employer and welcomes applications from all qualified candidates. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.