ProCare Customer Experience Lead Representative (6 Month Contract)

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:

• 3 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
• ERP experience
• Fluent in English

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
• Working level of Dutch and/or French

Pay rate will not be below any applicable local minimum wage rates.

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.