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- Tasks: Lead a team of customer service reps, process orders, and resolve customer issues.
- Company: Join a dynamic company focused on excellent customer service and teamwork.
- Benefits: Enjoy a collaborative work environment with opportunities for mentorship and growth.
- Why this job: Make a real impact by helping customers and mentoring others in a supportive culture.
- Qualifications: 3+ years in customer service, strong communication skills, and proficiency in MS Office.
- Other info: No travel required; perfect for those who thrive in fast-paced environments.
The predicted salary is between 28800 - 43200 £ per year.
The Lead Customer Service Representative is a very experienced customer service representative. Well-
versed in the day-to-day activities and the procedures around customer service. Also, has a good view of the
way the team integrates with other teams in the ecosystem. The Lead Customer Service Representative is
expected to coach/mentor other Customer Service Representatives and possibly assist management with
task assignment across the Customer Service Representative team.
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 a number of complex areas /
processes and queries
· Work with your colleagues to effectively organise and prioritise 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
· High School diploma or equivalent
Preferred:
· Further education in a relevant discipline
Experience / Skills:
Essential:
· 3+ years of experience in the field or in a related area 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
Desirable:
· Experience with Business Process Analysis
· Experience with reverse logistics and consignment type business (such as Medical Device,
Healthcare Markets)
Competencies / Behaviors:
· Being able to stay in act and to remain calm under pressure, whilst communicating effectively to
customers and other stakeholders
· Proven ability to solve problems and queries
· Ability to work on their own initiative, prioritizing and organizing workload based on their own
experience as well as input from supervisor
· 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
· Acts with integrity
· Ability to make autonomous decisions on operational and tactical levels
· Willingness to develop lean approach
Travel Percentage: None
Customer Services Representative employer: Stryker
Contact Detail:
Stryker Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Representative
✨Tip Number 1
Familiarize yourself with the specific customer service processes and procedures that are relevant to our company. Understanding how our team integrates with other departments will give you an edge during discussions.
✨Tip Number 2
Highlight your experience in mentoring or coaching others, as this role requires you to support junior colleagues. Be prepared to share examples of how you've successfully guided others in previous positions.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've resolved complex customer issues in the past. This will demonstrate your ability to handle the challenges that come with the Lead Customer Service Representative role.
✨Tip Number 4
Be ready to discuss your knowledge of ERP systems and how you've utilized them in your previous roles. This technical expertise is essential for managing orders and processing requests efficiently.
We think you need these skills to ace Customer Services Representative
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your 3+ years of experience in customer service or related fields. Detail specific examples of how you've handled order management, resolved disputes, and supported colleagues.
Showcase Your Skills: Clearly outline your expertise in MS Excel, MS Outlook, and MS Word. Mention any experience with ERP systems and how you've utilized these tools to enhance customer service processes.
Demonstrate Leadership Qualities: Since the role involves mentoring junior representatives, include examples of how you've coached or trained others in previous positions. Highlight your ability to work collaboratively and support team members.
Communicate Your Problem-Solving Abilities: Provide specific instances where you've successfully resolved customer issues or improved processes. This will showcase your proactive approach and ability to stay calm under pressure.
How to prepare for a job interview at Stryker
✨Showcase Your Experience
Make sure to highlight your 3+ years of experience in customer service. Discuss specific situations where you successfully handled complex queries or resolved disputes, as this will demonstrate your expertise in the field.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've effectively solved problems in previous roles. This could include handling invoice disputes or managing customer complaints. Employers are looking for candidates who can think on their feet and provide solutions.
✨Emphasize Team Collaboration
Since the role involves working with other teams, be ready to discuss your experience in collaborating with different functions. Share examples of how you’ve worked cross-functionally to achieve common goals or improve processes.
✨Exhibit a Customer-Focused Mindset
Throughout the interview, convey your commitment to customer satisfaction. Share stories that illustrate your ability to stay calm under pressure and maintain effective communication with customers, showcasing your positive attitude and strong internal drive.
