Work Flexibility: Hybrid 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 ProCare Customer Service Representative is an experienced ProCare Customer Service Representative, well-versed in the day-to-day activities and the procedures around technical customer service including service contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem. Key Activities & Responsibilities · Processing Repair / Work Orders incl. Loaner management · 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 Education / Qualifications · High School diploma or equivalent Preferred: · Further education in a relevant discipline Experience / Skills Essential: · 5 years in technical customer service, order management or contact center roles · Has demonstrated the ability to build strong relationships with customers and colleagues · Can communicate proactively and professionally with Sales team members and Customers · Ability to adapt to different types of people and situations to ensure positive outcomes · Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet · Good ERP system knowledge Desirable: · Solid understanding of Customer Service process flows · Solid understanding of good documentation practices and documentation retention · Experience in service and maintenance, order management or technical customer contact processes · Has some experience of handling difficult situations independently · Working level of English 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. Solid troubleshooting and problem solving skills under pressure are required Travel Percentage: 0%