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

• 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 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 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:

• 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 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

About Stryker

Stryker 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 stryker.com. (http:)

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.