Senior Customer Service Specialist

Initial 12 Month FTC

Position Summary

The Senior Customer Service Specialist is an expert in all aspects of Customer Service and is able to perform all tasks that are required to be performed by the team. The Senior Customer Service Specialist has enough knowledge to take escalations and questions from the team, as well as train and mentor members of the team on the various aspects. The Senior Customer Service Specialist would be expected to take responsibility for various tasks performed by themselves or the team to ensure smooth running on a day-to-day basis. The Senior Customer Service Specialist would be expected to assist with the creation of work instructions, training of junior team members, and ensuring the team are meeting the KPIs and SLAs. The Senior Customer Service Specialist would also assist with running reports to monitor and track KPIs.

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 following up on issue resolution and related communication back to the customer
• Working collaboratively with other functions and divisions on cross-functional or customer specific topics
• Assisting in supporting and training more junior colleagues
• Working on the improvement of processes with other departments as well as internal procedures
• Performing follow-up investigations into ensuring the team are meeting the KPIs and SLAs.
• Being an expert in all areas/processes of the department
• Following up with colleagues to ensure that specific processes are being executed correctly on a day-to-day basis
• Assisting the team as first point of escalation for customer or process issues
• Assisting with monitoring KPIs and working collaboratively with the colleagues in the sales team and other functions to ensure all SLAs and KPIs are met
• Acting as a mentor for more junior customer service representatives

Education / Qualifications

• College or university degree, or equivalent relevant experience

Preferred:

Experience / Skills

• 2 years (+5 if no degree) in customer service, order management or contact center roles
• Expertise in OTC processes are required, in particular Finance and Compliance
• Experience with continuous/process improvement
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Advanced ERP system knowledge
• Advanced knowledge of reporting systems
• Proven ability to solve complex problems and queries involving multiple stakeholders

Desirable:

• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
• Knowledge about rules and laws in the medical device environment
• Advanced understanding of Operations process flows and how they impact each other
• True consultative approach, adding value and inspiring a sense of confidence for internal and external customers
• Fluency in English + language of base country, spoken and written
• Ability to adapt to different types of people and situations to ensure positive outcomes

Competencies / Behaviors

• 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
• Proactive - A self-starter who has a pro-active and independent personality, ability to manage their own workload and prioritize appropriately
• Acts with integrity
• Understands what is needed to accomplish establish appropriate goals, priorities and objectives
• Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives. Understands and considers impact of decisions
• Innovation & Creativity – Develops and champions new ideas
• Relationship Builder – Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness
• Consistently prioritizes the right opportunities for SYK