Senior Customer Service Specialist

Stryker; Newbury; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in medical technologies is seeking a Senior Customer Service Specialist. This role involves managing customer interactions, mentoring team members, and ensuring operational excellence. The ideal candidate will have a strong customer service background and relevant experience in finance and compliance.

Qualifications

• 2+ years in customer service or related roles.
• Expertise in OTC processes, finance, compliance.

Responsibilities

• Processing orders and credits.
• Handling returns, collections, and pricing requests.
• Mentoring junior staff.

Skills

Customer-focused

Problem Solving

Collaborative

Integrity

Education

Degree or relevant experience

Lean Green Belt

Tools

MS Office

ERP

Reporting Systems

Job description

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Position Summary

The Senior Customer Service Specialist is an expert in all aspects of Customer Service and can perform all team tasks. They handle escalations, mentor team members, and ensure smooth daily operations. Responsibilities include creating work instructions, training juniors, and monitoring KPIs and SLAs.

Contract & Location

• 12 Month Contract
• Location: Newbury
• Hybrid: 3 Days in Office Per Week

Key Activities & Responsibilities

• Processing orders and credits
• Handling returns, collections, proof of delivery, and pricing requests
• Managing emails and calls
• Communicating proactively with customers
• Resolving invoice disputes
• Logging issues and following up
• Collaborating with other functions
• Supporting and training junior colleagues
• Improving processes
• Monitoring KPIs and SLAs
• Acting as first escalation point
• Mentoring junior staff

Requirements

Education: Degree or relevant experience; Lean Green Belt preferred.

Experience & Skills: 2+ years in customer service or related roles; expertise in OTC processes, finance, compliance; proficiency in MS Office, ERP, reporting systems; problem-solving skills.

Desirable: Experience with reverse logistics, medical device regulations, and fluency in additional languages.

Competencies & Behaviors

• Customer-focused
• Collaborative and high-performing
• Motivated and proactive
• Integrity and decision-making skills
• Innovative and relationship-building abilities

Company Overview

Stryker is a global leader in medical technologies, impacting over 150 million patients annually through innovative products in MedSurg, Neurotechnology, Orthopaedics, and Spine.

Additional Details

• Seniority Level: Associate
• Employment Type: Full-time
• Job Function: Customer Service