Customer Care Specialist
Stryker
Newbury, UK
6d ago

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

The Job’s Mission :

  • To offer a professional communication link between Stryker and our customer base for the placing of orders, raising of queries, requests of information and general support
  • To provide a high standard proactive support facility to both internal & external customers
  • To seek opportunities of improving the service that is provided for our internal & external customers
  • To actively promote and support Stryker’s sales activities
  • To seek opportunities of improving our services as a sales tool
  • To support the wider Customer Logistics team as a whole, if and when required
  • Key Activities & Accountabilities :

  • Processing of sales orders
  • Communicate with both internal & external customers through various channels; phone, email, & chat functions
  • Maintain a positive, empathetic, & professional attitude at all times when communicating with customers
  • Resolution of queries in a timely manner
  • In case of time critical queries, work with Supply Chain Inventory team to identify and investigate alternative sources of product to meet customer requirements
  • Processing of quotations
  • Management of time critical custom orders
  • Management of monthly equipment rental schedules
  • Working alongside warehouse teams in the UK & Europe to ensure special delivery requirements are communicated clearly and fulfilled
  • Usage of CRM system to log inbound calls & customer issues
  • Monitoring & maintenance of our automated ordering systems
  • Promoting growth of our automated ordering systems
  • Management of On Time In Full’ KPIs to ensure, where possible, timely delivery of products to meet customer requirements
  • Aim to meet & exceed Service Levels / KPI s
  • Proactively seek methods of improving the services provided by the department
  • Support the sales and marketing teams in their endeavors to achieve the company sales targets
  • To collaborate with and support the wider Customer Logistics team as a whole, if and when required
  • Essential Experience :

  • Experience as an operative / specialist in your area, (either in Stryker or elsewhere)
  • Demonstration of evidence of the following :
  • Involvement in the continuous improvement of the departments processes, focusing on quality, productivity and customer engagement
  • Active involvement in team engagement
  • Must be energetic and of a personable nature
  • Clear communication skills are necessary
  • Basic computer literacy (familiar with Outlook, Excel, Word)
  • Accuracy and attention to detail is essential
  • Pro-active and the ability to consider the wider picture are important
  • Must be conscientious, committed, focused and professional in their work ethics
  • Ability to handle numerous tasks at any given moment and to work under pressure
  • Desirable Experience :

  • Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects
  • First knowledge about medical devices environment
  • Basic medical product knowledge
  • Basic Knowledge about rules and laws in the medical device environment
  • Advanced computer literacy (current / previous use of Oracle or Customer Relations Management platforms such as Salesforce.com)
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