Lead ProCare Customer Service Representative

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Lead ProCare Customer Service Representative

Location: United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

cd34fd235574

Job Views:

6

Posted:

03.03.2025

Expiry Date:

17.04.2025

Job Description:

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

1. Processing Repair / Work Orders incl. Loaner management
2. Arranging returns and collections and handling proof of delivery and pricing requests
3. Handling incoming e-mails and calls
4. Proactively communicating with internal & external customers
5. Investigating and resolving invoice disputes
6. Logging and follow up of issue resolution and related communication back to the customer
7. Taking responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
8. Working collaboratively with other functions and divisions on cross-functional or customer specific topics
9. Assisting in supporting and training more junior colleagues
10. Acting 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:

1. 5 years in technical customer service, order management or contact center roles
2. Has demonstrated the ability to build strong relationships with customers and colleagues
3. Can communicate proactively and professionally with Sales team members and Customers
4. Ability to adapt to different types of people and situations to ensure positive outcomes
5. Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
6. Good ERP system knowledge

Desirable:

1. Solid understanding of Customer Service process flows
2. Solid understanding of good documentation practices and documentation retention
3. Experience in service and maintenance, order management or technical customer contact processes
4. Has some experience of handling difficult situations independently
5. Working level of English

Competencies / Behaviors

1. Being able to stay calm under pressure, whilst communicating effectively to customers and other stakeholders
2. Proven ability to solve problems and queries
3. Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor
4. Highly customer focused
5. Strong collaborator with high performance standards
6. Strong internal drive and motivation to make a difference
7. Positive, optimistic mindset and can-do attitude
8. Initiator that can identify and initiate actions to improve process outputs on Service, Cost & Quality
9. Acts with integrity
10. Ability to make autonomous decisions on operational and tactical levels
11. Willingness to develop lean approach. Solid troubleshooting and problem-solving skills under pressure are required

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