Customer Experience - Lead Representative

Newbury, England, United Kingdom

7/26/2025

Job Mission / Purpose:

The lead representative is a member of the customer service team. Well-versed in the day-to-day activities and the procedures around customer service. Also has a good view of the way the team integrates with other teams in the ecosystem.

The lead is expected to assist management with task assignment across the service representative team.

Key Activities & Responsibilities

• Create a robust communications structure for France
• Collaborate with the Centre of Excellence team on the Oracle data extract
• Support the creation of common, structured data repository for digital artifacts
• Handling incoming e-mails and calls
• Proactively communicating with internal customers
• Logging and follow up of issue resolution and related communication back to the customer
• Take responsibility for executing tasks and supporting colleagues across a number of 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
  
  

Customer Service / Customer Experience:

• Identify and assess customers’ needs to achieve customer satisfaction and loyalty
• Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer’s satisfaction per company procedures and standards.
• Provide accurate, valid and complete information by using the right methods/tools.
  
  

Education

• Vocational schooling or community level degree or certificate
• Commercial education as industry or office merchant or any equivalent desirable.
• Working level of English + language of base country, spoken and written are essential (verbal and writing).
  
  

Experience

Desirable:

• Experience with Business Process Analysis
• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
  
  

Competencies & Behaviors

• Role generally follows pre-defined procedures, however, knowledge and exploration of different options is required to find satisfactory solutions to complex queries
• Proven ability to solve problems and queries
• Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
• Ability to work on their own initiative, prioritizing and organising workload based on their own experience as well as input from supervisor
• 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
• Acts with integrity
• Ability to make autonomous decisions on operational and tactical levels
• Willingness to develop lean approach
  
  

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.