Customer Care Medical Specialist - 28597BR - EN in Newbury at Stryker Corporation

Date Posted: 4/17/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newbury
  • Job Type:
    Customer Service
  • Experience:
    Not Specified
  • Date Posted:
    4/17/2018
  • Job ID:
    28597BR

Job Description

The Job's Mission:

Main function of job: (Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required)
  • Initally, the role will support the integration of the Physio Control business whilst the processes are being fully aligned.
  • To offer a professional communication link between Stryker and our customer base for the placing of orders, raising of queries, requests of information and general support.
  • To provide a high standard pro-active support facility to Sales Representatives and Technical Services engineers..
  • To seek opportunities of improving the service that is provided for our external/internal customers.
  • To actively promote and support Stryker’s Sales Activities.
  • To seek opportunities of improving our services as a sales tool
  • To support the wider Customer Logistics team as a whole when and if required

Key Activities & Accountabilities:

To offer our customers a first class service to compliment the rest of the Stryker Corporation.
  • Processing of sales orders.
  • Processing quotations, if needed
  • Processing invoices, if needed
  • Processing demo orders, STC and LTC orders
  • Processing rental orders and follow up
  • Managing On Time In Full KPIs where possible ensure timely delivery of products to meet customer requirements.
  • Trying to meet Service Levels / KPI's
  • Pro-actively seek methods of improving the services provided by the department i.e. assessing inventory levels and providing literature.
  • The department supports the sales and where necessary, the marketing teams, in their endeavors to achieve the company sales targets.
  • Supporting Finance in checking open accounts and invoices
  • Supporting Tech Service and processing contracts, repair orders in the system
  • To support the wider Customer Logistics team as a whole when and if required
Job Dimensions:
  • Customer Care Medical Specialist will not have any direct reporting responsibilities, however you will be expected to act as a role model and manage processes that are performed by the team.
  • You will be expected to be flexible in terms of assisting the team in times of high volumes of workload and priority such as month and quarter end
  • As a Customer Care Medical Specialist you will lead by example, driving the following asepcts of the department:

Operational KPIs as specified by the departmental Supervisor
  • Team Engagement
  • Departmental projects and initiatives
  • Productivity in the department
  • Processes are followed and opportunities for improvement are identified and actioned

Job Requirements

Minimum Qualifications

Education:

  • Proven communication and writing skills.
  • Customer care experience.
  • Computer skills.


Experience:


Essential

  • 2 years experience as an operative/specialist in your area (either in Stryker or elsewhere)
  • Demonstrate previous team leading experience
  • Demonstration of evidence of the following:
  • Involvement in the continuous improvement of the departments processes, focusing on Quality, productivity and Customer Engagement
  • Active involvement in team engagement
  • Must be energetic and of a personable nature.
  • Clear communication skills are necessary.
  • Accuracy and attention to detail is essential.
  • Pro-active and the ability to consider the wider picture are important.
  • Must be conscientious, committed, focused and professional in their work ethics.
  • Ability to handle numerous tasks at any given moment and to work under pressure.

Desirable
  • Experience in managing daily workloads, continuous improvement initiatives such as process, quality, customer experience or productivity projects.
  • Experience using CRM tools such as Salesforce.com or ServiceMax
  • First knowledge about Medical device environment
  • Medical Product knowledge
  • Basic Knowledge about rules and laws in the medical device environment

Competencies:
  • Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives and escalates appropriately.
  • Relationship Builder – Builds and maintains relationships within the team and across the wider organisation
  • Innovation & Creativity – Identifies and champions new ideas.
  • Excellent communication skills
  • Proactive - Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately
  • Strong internal drive and motivation to make a difference and add value to an organisation

Your Customers/Suppliers & Your Position in the Organisation :
  • The Customer Care Medical Specialist will report directly to the Customer Care Supervisor. They will not have any direct reports.
  • Your customers/suppliers will include but is not limited to other functional areas, sales & marketing functions, end customers, internal/external suppliers

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