Customer Care Specialist - 31345BR - EN in Newbury at Stryker Corporation

Date Posted: 6/8/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newbury
  • Job Type:
    Customer Service
  • Experience:
    Not Specified
  • Date Posted:
    6/8/2018
  • Job ID:
    31345BR

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)
  • 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
  • Maintenance and promoting growth of our automated ordering systems
  • 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
  • The department supports the sales and where necessary, the marketing teams, in their endeavors to achieve the company sales targets.
  • To support the wider Customer Logistics team as a whole when and if required

Job Dimensions:
  • Customer Care 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 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



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.
  • First knowledge about Medical device environment
  • Medical Product knowledge
  • Basic Knowledge about rules and laws in the medical device environment
  • Previous knowledge of Customer Relations Management platforms such as Salesforce.com

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

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