Lead ProCare Customer Service Representative

3 months ago

Newbury, United Kingdom Stryker UK Limited Full time
Work Flexibility: Hybrid

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

· Handling incoming e-mails and calls

· 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

Travel Percentage: 0%

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