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
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