Customer Services Representative

Newbury, England, United Kingdom

12/11/2024

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!

We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

The Lead Customer Service Representative is a very experienced customer service representative. 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 Customer Service Representative is

expected to coach/mentor other Customer Service Representatives and possibly assist management with

task assignment across the Customer Service Representative team.

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 a number of complex areas /
  
  

processes and queries

• Work with your colleagues to effectively organise and prioritise 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
  
  

Education / Qualifications:

• High School diploma or equivalent
  
  

Preferred:

• Further education in a relevant discipline
  
  

Experience / Skills:

Essential:

• 3+ years of experience in the field or in a related area 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
  
  

Desirable:

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

Healthcare Markets)

Competencies / Behaviors:

• Being able to stay in act and to remain calm under pressure, whilst communicating effectively to
  
  

customers and other stakeholders

• Proven ability to solve problems and queries
• Ability to work on their own initiative, prioritizing and organizing 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.