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)

　　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 Lead Kit Booking Representative is an experienced kit booking representative, well-versed in the day-to-day

　　activities and the procedures around Kit Booking. The Lead Kit Booking Representative has a good view of the way the

　　team integrates with other teams in the ecosystem.

　　The Lead Kit Booking Representative is expected to coach/mentor other Kit Booking Representatives and possibly

　　assist management with task assignment across the service representative team.

　　Key Activities & Responsibilities

　　• Processing kit booking orders, credits, loan kit queries

　　• 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 organize and priorities 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:

　　• 5 years in customer service, order management or contact center roles

　　• Experience in Kit Booking, order management or customer contact processes is desirable, preferably in a kit

　　related business

　　• 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)

　　• Working level of English

　　Competencies / Behaviors

　　• 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

　　About Stryker

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

　　The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

　　More information is available at stryker.com