ProCare Customer Experience Lead Representative

Stryker Group; Newbury; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global medical technology company in Newbury is seeking a Customer Service Representative to manage repair orders, handle customer inquiries, and support junior team members. The ideal candidate has experience in customer service, advanced knowledge of MS Office, and a proactive mindset to improve processes. This role emphasizes collaboration, integrity, and the ability to work under pressure, making a positive impact through effective communication.

Qualifications

• Demonstrated ability to build strong relationships with customers and colleagues.
• Ability to adapt to different types of people and situations to ensure positive outcomes.
• 5 years in technical customer service or related experience is desirable.

Responsibilities

• Process Repair/Work Orders and manage loaners.
• Handle incoming emails and calls.
• Investigate and resolve invoice disputes.
• Senior support to junior customer service representatives.
• Collaborate with cross-functional teams.

Skills

Customer relationship management

Proactive communication

Adaptability

MS Excel

ERP systems knowledge

Tools

MS Outlook

MS Word

Job description

What you will do:

• Processing Repair / Work Orders incl. Loaner management
• 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

What you will need:

Essential:

• Has demonstrated the ability to build strong relationships with customers and colleagues
• Can communicate proactively and professionally with Sales team members and Customers
• Ability to adapt to different types of people and situations to ensure positive outcomes
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Good ERP system knowledge

Desirable:

• 5 years in technical customer service, order management or contact center roles
• Solid understanding of Customer Service process flows
• Solid understanding of good documentation practices and documentation retention
• Experience in service and maintenance, order management or technical customer contact processes
• Has some experience of handling difficult situations independently
• Working level of English

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. Solid troubleshooting and problem solving skills under pressure are required

Pay rate will not be below any applicable local minimum wage rates.