Lead Customer Service Representative (Danish & English)

As Lead Customer Service Representative, you will be part of Stryker’s fantastic team in Malmo, Sweden. Listed as one of the great places to work in Europe, Stryker is a leading medical technology company, where you will have a huge opportunity to make a difference to the critical service, we provide to health care organizations.

What you will do:

• Be responsible to ensure “Best in Class” customer experience including accurate Order Management and to look for continuous improvement in the Customer Service area
• Manage orders and credits
• Arrange returns and collections
• Handle proof of delivery and pricing requests
• Proactively communicate with internal & external customers
• Investigate and resolve invoice disputes
• Clarification and follow-up of any issues and communicate back to the customer
• Take responsibility for executing tasks and supporting colleagues across a number of complex areas / processes and queries
• Work with your colleagues to effectively organise and prioritise the tasks within your specific areas
• Work 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

Required:

• Fluent Danish & English. Additional Nordics languages a distinct advantage
• High School diploma or equivalent
• 5 years customer service experience required
• Excellent understanding of Customer Service process flows
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Good ERP system knowledge required, Salesforce experience is an advantage
• Ability to  remain calm under pressure, whilst communicating effectively to customers and other stakeholders
• Proven ability to solve problems and queries
• Ability to work on your own initiative, prioritise and organise workload
• Highly customer focused
• Strong collaborator which sets high performance standards

Preferred:

• Further education in a relevant discipline
• Experience with Business Process Analysis
• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)

What we offer:

Collaborative and Inclusive Environment: Join a team that values diversity and inclusion, fostering a supportive and innovative workplace.
Professional Growth: Access continuous professional development opportunities, including training, workshops, and career advancement programs.
Competitive Benefits: Receive a competitive salary, comprehensive benefits package, and additional perks such as wellness programs and employee discounts.
Work-Life Balance: Enjoy a healthy work-life balance with flexible working hours and remote work options.
Stryker ERGs: We have many Employee Resource Groups (ERGs) which foster an inclusive workplace e.g. Stryker's Allies for All Abilities (3A), Stryker's Allies for Equality (SAFE), Stryker's Women's Network (SWN), Stryker's Emerging Professionals (SEP) etc.