ProCare Customer Experience Representative

Work Flexibility: Hybrid or Onsite

Position Summary

The Lead ProCare Customer Service Representative will manage 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. The key focus of this role will be Contract data input where accuracy, attention to detail and an understanding of the contract are critical.

What You'll Do

• Contract data input
• 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
• 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

United Kingdom Pay Ranges:

• United Kingdom: £26,100 - £43,600 GBP Annual

At Stryker, we believe transparency helps candidates make confident decisions about their next career step. Compensation is an important part of that process and we want to be clear about how pay is determined. The compensation information posted for this role may be presented as a salary range or a fixed amount depending on the role. In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.

If you’d like to learn more about the salary or the benefits associated with this role, your recruiter will be happy to walk you through the details as you progress through the hiring process.

Travel Percentage: None

What You'll Need

• Degree in a relevant discipline or equivalent experience.
• 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