Customer Service Lead Representative - Newbury, United Kingdom - Stryker Corporation

Stryker Corporation
Stryker Corporation
Verified Company
Newbury, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

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)

The Lead Customer Service Representative is a very experienced customer service representative. Well
- versed in the day-to-day activities and the procedures around customer service. Also, has a good view of the

way the team integrates with other teams in the ecosystem. The Lead Customer Service Representative is

expected to coach/mentor other Customer Service Representatives and possibly assist management with

task assignment across the Customer Service Representative team.


Key Activities & Responsibilities:

  • Processing orders and credits
  • Arranging returns and collections and handling proof of delivery and pricing requests
  • 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 a number of complex areas /
processes and queries

  • Work with your colleagues to effectively organise and prioritise the tasks within your specific areas
  • Working collaboratively with other functions and divisions on crossfunctional 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:

  • 3+ years of experience in the field or in a related area required
  • Expertise in order management and contact center skills
  • Excellent understanding of Customer Service process flows
  • Excellent understanding of good documentation practices and documentation retention
  • Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
  • Good ERP system knowledge

Desirable:

  • Experience with Business Process Analysis
  • Experience with reverse logistics and consignment type business (such as Medical Device,
Healthcare Markets)


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 cando 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
**About Stryker
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