Customer Service Lead
3 weeks ago
Stryker UK Limited is seeking a skilled Customer Service Lead to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our customers.
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
- Ability to adapt to different types of people and situations to ensure positive outcomes
- Advanced knowledge of MS Excel, MS Outlook, MS Word, and Internet
- Good ERP system knowledge
Preferred Qualifications:
- 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 handle difficult situations independently
- Working level of English
Competencies and Behaviors:
- Ability to stay calm under pressure, while 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 and input from supervisor
- Highly customer-focused
- Strong collaborator, setting high performance standards
- Strong internal drive and motivation to make a difference
- Positive, optimistic mindset and can-do attitude
- Initiator, identifying and initiating actions to improve process outputs on Service, Cost, and Quality
- Acts with integrity
- Ability to make autonomous decisions on operational and tactical levels
- Willingness to develop a lean approach, with solid troubleshooting and problem-solving skills under pressure
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