Senior Customer Support/Operations - Specialist
Stryker
Newbury, UK
8h 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 the #5 World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

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)

Job Mission / Purpose :

A Stryker Customer Service Representative is responsible for effectively executing the OTC (Order To Cash) and Order Management processes for customers in his or her assigned country or region.

The main objectives are to provide Best in Class Customer Service and ensure the highest level of customer satisfaction and experience to both internal and external customers are achieved.

This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.

This role will embrace teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.

The Senior Customer Service Representative being the expert in this area is expected to support less experienced Customer Service Representatives in the execution of assigned task and to ensure services are of maximum satisfaction to customers.

The position holder may act on request as deputy of departmental Supervisor / Team Lead / Manager and will act as point of escalation to help in resolution of issues and training of new operatives / specialists.

They would also assist their line manager in ensuring that the day to day activities of the team are being completed effectively,

Job Dimensions (Senior Customer Service Representative)

  • The Customer Service Representative will liaise with all the major functions of the business such as Sales Franchises, RAQA, Asset Management to achieve key activities on a local and / or cross-divisional level being capable to represent the Customer Service Organization
  • He / She will be responsible to ensure Best in Class customer experience including accurate Order Management and to look for continuous improvement in the Customer Service area.
  • Ensure all Compliance, SOX, FCPA and other policies and regulations are applied and followed.
  • The job will be measured on Operational and Financial KPI’s, as for example On-Time-In-Full or other service related metrics, process and productivity improvements.
  • Works under immediate supervision reporting to a Team Lead, Supervisor or Manager Customer Service
  • Work with Customer Service Lead to ensure Customer Service is being delivered by the team n line with the service commitments.
  • Having multiple years of experience, you are responsible for enforcing their employer’s training and development program.
  • They may also be assigned a junior employee to mentor.

    Other Activities related to Senior role :

  • Perform administrative duties, reports and special tasks / projects associated with Customer support.
  • Prepare specific product or service reports by collecting and analyzing customer information.
  • Help and support the manager analyzing data and reports extracted from the CRM and suggest proactive and corrective actions to improve internal processes and enhance customer experience.
  • Support the manager during on onboarding training process for new employees.
  • Pro-actively seek methods of improving the services provided by the department and to champion new ideas including support of testing innovative solutions / improvements.
  • Auditing management : support internal and external audits with documentation and ad hoc analysis on specific key processes.
  • To participate in special sales activities.
  • Be example and role model offering help to manage daily workload and tasks.
  • Volunteer to take leading activities in engagement planning and performing regular updates with their team members.
  • Production of up to date and accurate management information relating to KPIs and objectives.
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