Customer Experience Specialist

12 Month Contract

Location: Newbury, UK

2-3 Days Per Week in the Office

Rotation of 3 Shift Times:

'8.00 am -4.00 pm, 9.00 am - 5.00 pm & 9.30 am - 5.30 pm'.

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 Customer Service Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process. The Customer Services Specialist would be expected to be able to perform the majority of the tasks being done by the team, help out with complex queries and work across different stakeholders and functions to resolve issues. The Customer Services Specialist would be required to assist with process review and creation, training of junior team members and ensuring the team are meeting the KPIs and SLAs.

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 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
• Perform the training for junior or new members of the team
• Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
• Work on improvement of processes with other departments as well as internal procedures
• Perform follow up investigations into ensuring the team are meeting the KPIs and SLAs.
• Act as a mentor for more junior customer service representatives
  
  

Education / Qualifications

• Level 8 Degree, or equivalent in a relevant field
• 2-3 years of experience in the field or in a related corporate industry required
• Expertise in order management and contact center skills
• Excellent understanding of Customer Service process flows
• Excellent understanding of good documentation practices and documentation retention
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Good ERP system knowledge
• Proven ability to solve problems and queries
• Experience with Business Process Analysis
• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
• Fluency in English + language of base country, spoken and written
• 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
• Ability to make autonomous decisions on operational and tactical levels
• Willingness to develop lean approach
• Ability to identify and suggest innovative ideas for improvement
• Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
• Understands what is needed to accomplish establish appropriate goals, priorities and objectives
• Demonstrate clear evidence of objective measurement of their achievements
• Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from their manager.
  
  

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.