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 services we provide to healthcare organizations. You will be part of a company that values employee engagement and offers opportunities for personal and professional development, including learning new technical and soft skills. You will gain broad experience across your responsibilities and the wider business, supporting long-term career growth. Everyone at Stryker is committed to our mission – “Together with our customer we are driven to make healthcare better”, which is central to our culture.
Position Summary:
The Customer Service Specialist is an experienced team member familiar with the Order-To-Cash (OTC) process. The role involves performing various tasks, assisting with complex queries, and collaborating with stakeholders across functions to resolve issues. The specialist will also support process reviews, training junior team members, and ensuring KPIs and SLAs are met.
Key Activities & Responsibilities:
* Processing orders and credits
* Arranging returns and collections, handling proof of delivery and pricing requests
* Handling incoming emails and calls
* Proactively communicating with internal and external customers
* Investigating and resolving invoice disputes
* Logging issues, following up on resolutions, and communicating outcomes to customers
* Supporting colleagues across complex areas and queries
* Organizing and prioritizing tasks within your areas
* Collaborating across functions on customer-specific topics
* Training and mentoring junior colleagues
* Continuously improving processes in collaboration with other departments
* Monitoring team KPIs and SLAs
Education / Qualifications
* Level 8 Degree or equivalent in a relevant field
* 2-3 years of experience in a related industry or field
* Expertise in order management and contact center skills
* Strong understanding of Customer Service processes
* Good documentation practices
* Advanced MS Excel, Outlook, Word, and Internet skills
* Knowledge of ERP systems
* Problem-solving skills
* Experience in Business Process Analysis
* Experience with reverse logistics and medical device or healthcare markets
* Fluency in English and the language of the base country
* Customer-focused mindset
* Strong collaboration skills and high performance standards
* Self-motivated with a proactive attitude
* Innovative thinking and process improvement skills
* Ability to remain calm under pressure and communicate effectively
* Goal-oriented with clear achievement measurement
* Ability to work independently and prioritize tasks
#J-18808-Ljbffr