Stryker is one of the world's leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine, which help improve patient and hospital outcomes. Stryker is active in over 1...
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The Customer Services Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process.
The specialist would be expected to be able to perform the majority of the tasks being done by the team, help out with complex queries and work across different stakeholders and functions to resolve issues. They would be required to assist with process review and creation, training of junior team members and ensuring the team are meeting the KPIs and SLAs.
Essential duties & Responsibilities:
Processing orders, credits, loan kit queries, repair order requests
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
Demonstrate knowledge in at least one or more complex areas / processes
Taking ownership of specific areas of responsibility such as key accounts, complex orders (eg. capital orders, lot consumption)
Effectively prioritise the tasks within these areas
Take ownership of complex queries related to these areas
Investigating and resolving invoice disputes and pricing queries
Perform the training for junior or new members of the team
Work with your colleagues to effectively organise and prioritise the tasks within your specific areas
Work on improvement of processes with other departments as well as internal procedures
Perform follow up investgiations into ensuring the team are meeting the KPIs and SLAs.
Act as a mentor for more junior customer service representatives
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