Customer Service Specialist - Capital Order Management

Job description

About StrykerStryker is one of the world's leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.We are proud to be named the #5 World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.comWhy customer service at Stryker?Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a 'Best Place to Work' and offers great benefits and perks - like tuition reimbursement and a wellbeing program! (*Benefits vary by country)Customer Service Specialist - Medsurg & Medical Order ManagementWho we wantDetail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate.Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.What you will doTo 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.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 toolTo support the wider Customer Logistics team as a whole when and if required Key Activities & AccountabilitiesTo offer our customers a first-class service to compliment the rest of the Stryker Corporation.Managing sales orders including tracking, stock review, specific customer requirements, such as product builds, white glove service.Presale stock demand movementsCoordinating external logisticsQuotation cross checksProcessing invoices, if neededProcessing demo orders, STC and LTC ordersProcessing rental orders and follow upProcessing FOC ordersBoot stock managementProduct and pricing queriesManaging PI'sManaging On Time In Full KPIs where possible ensure timely delivery of products to meet customer requirements.To meet Service Levels / KPIsPro-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 invoicesTo support the wider customer service team as a whole when and if requiredMaintaining, supporting and building the working partnership with supply chain and logistic teamsJob DimensionsCustomer 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 endAs a Customer Care Specialist, you will lead by example, driving the following aspects of the department:Operational KPIs as specified by the departmental SupervisorWhat you needProven communication and writing skills.Computer skills.2 years' experience as an operative/specialist in your area (either in Stryker or elsewhere)4 year's customer service experience2 years' experience in the following:Continuous improvement of the processes, focusing on Quality, productivity and Customer EngagementAnalyze, support, and drive corrective actionsCross department communicatorOwnership of Trouble shooting queriesCoordination and project management through to completionAccuracy and attention to detail is essential.Experience in Using of Microsoft packagesAbility to handle numerous tasks at any given moment and to work under pressure.Active involvement in team engagementMust be energetic and of a personable nature.Pro-active and the ability to consider the wider pictureMust be conscientious, committed, focused and professional in their work ethics.DesirableExperience using CRM tools such as Salesforce.com or ServiceMaxKnowledge about Medical device environmentKnowledge about rules and laws in the medical device environmentDecision 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 organisationInnovation & Creativity - Identifies and champions new ideas.Excellent communication skillsProactive - Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriatelyWho are StrykerStryker is one of the world's leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including orthopaedics, medical and surgical, and neurotechnology & spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries around the world. For more information, please visit our website at benefitsOur total rewards offering varies by country but often includes bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards - not to mention various social and recreational activities.Know someone at Stryker?Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at