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Lead ProCare Customer Service Representative

4 months ago

Newbury, United Kingdom Stryker Full time

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program (*Benefits vary by country)

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

About StrykerStryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at