Lead ProCare Customer Service Representative

2 months ago

Newbury, West Berkshire, United Kingdom Stryker UK Limited Full time

About Stryker UK Limited

Stryker is a leading medical technology company that prioritizes employee engagement and offers opportunities for personal and professional growth. Our mission is to make healthcare better, and we strive to create a culture that embodies this goal.

Job Summary

The Lead ProCare Customer Service Representative will be an experienced customer service professional with a strong understanding of technical customer service, including service contract management. This role will require excellent communication and problem-solving skills, as well as the ability to work collaboratively with internal and external stakeholders.

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
  • Log and follow up on issue resolution and related communication with customers
  • Take responsibility for executing tasks and supporting colleagues across multiple 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
  • Act as a mentor for more junior customer service representatives

Requirements

  • High school diploma or equivalent
  • 5 years of experience in technical customer service, order management, or contact center roles
  • Ability to build strong relationships with customers and colleagues
  • Advanced knowledge of MS Excel, MS Outlook, MS Word, and the internet
  • Good ERP system knowledge

Desirable 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 work independently and make autonomous decisions

Competencies and Behaviors

  • 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 and prioritize workload based on experience and input from supervisor
  • Highly customer-focused and collaborative
  • Strong internal drive and motivation to make a difference
  • Positive, optimistic mindset and can-do attitude
  • Initiator who can identify and initiate actions to improve process outputs on service, cost, and quality
  • Acts with integrity

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