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Position Summary
The Senior Customer Service Specialist is an expert in all aspects of Customer Service and can perform all team tasks. They handle escalations, mentor team members, and ensure smooth daily operations. Responsibilities include creating work instructions, training juniors, and monitoring KPIs and SLAs.
Contract & Location
* 12 Month Contract
* Location: Newbury
* Hybrid: 3 Days in Office Per Week
Key Activities & Responsibilities
* Processing orders and credits
* Handling returns, collections, proof of delivery, and pricing requests
* Managing emails and calls
* Communicating proactively with customers
* Resolving invoice disputes
* Logging issues and following up
* Collaborating with other functions
* Supporting and training junior colleagues
* Improving processes
* Monitoring KPIs and SLAs
* Acting as first escalation point
* Mentoring junior staff
Requirements
Education: Degree or relevant experience; Lean Green Belt preferred.
Experience & Skills: 2+ years in customer service or related roles; expertise in OTC processes, finance, compliance; proficiency in MS Office, ERP, reporting systems; problem-solving skills.
Desirable: Experience with reverse logistics, medical device regulations, and fluency in additional languages.
Competencies & Behaviors
* Customer-focused
* Collaborative and high-performing
* Motivated and proactive
* Integrity and decision-making skills
* Innovative and relationship-building abilities
Company Overview
Stryker is a global leader in medical technologies, impacting over 150 million patients annually through innovative products in MedSurg, Neurotechnology, Orthopaedics, and Spine.
Additional Details
* Seniority Level: Associate
* Employment Type: Full-time
* Job Function: Customer Service
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