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- Tasks: Support customers by processing orders, resolving queries, and collaborating with teams.
- Company: Join Stryker, a top-rated medical tech company making healthcare better for millions.
- Benefits: Enjoy flexible working hours, personal development opportunities, and a supportive team culture.
- Why this job: Make a real impact in healthcare while growing your skills in a dynamic environment.
- Qualifications: A Level 8 Degree or equivalent and 2-3 years of relevant experience required.
- Other info: This is a 12-month contract with a mix of office and remote work.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Customer Experience Specialist role at Stryker. Company Overview: 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. You will be a part of a company that places a huge importance on employee engagement and will have opportunities to further your personal and professional development through learning new technical and soft skills. You will also gain a broad range of experience in both your area of responsibility but also across the wider business, providing long-term growth opportunities to forge a career for yourself. Everyone at Stryker is committed to our mission – “Together with our customer we are driven to make healthcare better”, and we focus every day on making this a central part of our culture.
12 Month Contract
Location: Newbury, UK
2-3 Days Per Week in the Office
Rotation of 3 Shift Times: 8.00 am - 4.00 pm, 9.00 am - 5.00 pm & 9.30 am - 5.30 pm.
Position Summary: The Customer Service Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process. The Customer Services 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. The Customer Services Specialist 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.
Key Activities & Responsibilities:
- Processing orders and credits
- 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
- Perform the training for junior or new members of the team
- Work on improvement of processes with other departments as well as internal procedures
- Perform follow up investigations into ensuring the team are meeting the KPIs and SLAs.
Education / Qualifications:
- Level 8 Degree, or equivalent in a relevant field
- 2-3 years of experience in the field or in a related corporate industry required
- Expertise in order management and contact center skills
- Excellent understanding of Customer Service process flows
- Excellent understanding of good documentation practices and documentation retention
- Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
- Good ERP system knowledge
- Proven ability to solve problems and queries
- Experience with Business Process Analysis
- Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
- Fluency in English + language of base country, spoken and written
- Highly customer focused
- Strong collaborator which sets high performance standards
- Strong internal drive and motivation to make a difference
- Positive, optimistic mindset and can-do attitude
- Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality
- Ability to make autonomous decisions on operational and tactical levels
- Willingness to develop lean approach
- Ability to identify and suggest innovative ideas for improvement
- Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
- Understands what is needed to accomplish establish appropriate goals, priorities and objectives
- Demonstrate clear evidence of objective measurement of their achievements
- Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from their manager.
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.
Customer Experience Specialist employer: Stryker
Contact Detail:
Stryker Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with Stryker's mission and values. Understanding their commitment to improving healthcare will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Brush up on your knowledge of the Order-To-Cash (OTC) process. Being able to discuss specific experiences or challenges you've faced in this area will demonstrate your expertise and readiness for the role.
✨Tip Number 3
Prepare examples of how you've successfully collaborated with cross-functional teams in the past. Highlighting your teamwork skills will show that you're a strong collaborator, which is essential for this position.
✨Tip Number 4
Think about ways you've improved processes in previous roles. Be ready to share these examples, as Stryker values innovation and continuous improvement, and this will set you apart from other candidates.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and order management. Use keywords from the job description to demonstrate that you meet the qualifications Stryker is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving healthcare and your understanding of the Customer Experience Specialist role. Mention specific skills and experiences that align with Stryker's mission and values.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved customer issues or improved processes in previous roles. This will demonstrate your ability to handle complex queries as required by Stryker.
Highlight Collaboration Experience: Emphasise any experience you have working collaboratively with teams or across departments. Stryker values strong collaboration, so mentioning your ability to work well with others will strengthen your application.
How to prepare for a job interview at Stryker
✨Understand the Order-To-Cash Process
Make sure you have a solid grasp of the Order-To-Cash (OTC) process, as this is crucial for the Customer Experience Specialist role. Be prepared to discuss your previous experiences with order management and how you've handled complex queries.
✨Showcase Your Problem-Solving Skills
Stryker values individuals who can effectively resolve issues. Prepare examples of past situations where you successfully investigated and resolved customer disputes or operational challenges, highlighting your analytical skills.
✨Demonstrate Collaboration Abilities
Since the role involves working across different functions, be ready to share instances where you've collaborated with colleagues or other departments. Emphasise your ability to work as part of a team and how you prioritise tasks collectively.
✨Exhibit a Customer-Focused Mindset
Stryker is committed to improving healthcare through customer engagement. During the interview, convey your passion for customer service and provide examples of how you've gone above and beyond to meet customer needs in previous roles.