Lead Customer Service

il y a 4 semaines

Zaventem, Belgique Stryker Temps plein

**Why 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)

**_
What we are looking for_**

**Detail-oriented process improvers.** Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate.***

**Self-directed initiators.** People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

**Collaborative partners. **People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvements across the business.

**Analytical problem solvers. **People who go beyond, by identifying root causes, evaluating optimal solutions, and recommending comprehensive solutions to prevent future issues.

Our future **Customer Service Representative** is responsible for effectively executing the OTC (Order-to-Cash) and Order Management processes. The main objectives are to provide best-in-class customer service and drive the highest level of customer satisfaction and experience.

This role will embrace teamwork and collaboration, professionalism, quality standards and integrity to ensure that results are delivered in line with objectives and customers’ contractual agreements. This is a great opportunity to join one of the World’s Best Workplaces and support Stryker’s mission of making healthcare better.

**_ Our offices are located in Zaventem_**

**_ We propose 2 days of home office per week _**

**Key activities and responsibilities**:

- Order-to-Cash (OTC):_
- Manages various Sales Order types such as: consignment stock orders, custom-made product orders, standard orders, pending orders, deferred purchase order (where applicable) and consume and replenish order flows.
- Ensures correct order entry, invoicing, replenishment, etc. Responsible for an accurate order process.
- Management, transmission or uploading of electronic invoicing requirements - providing appropriate documentation if needed.
- Performs inventory investigations to ensure discrepancies are identified and resolved in a timely manner.
- Follows-up on any variances during or after the completion of the OTC process with special attention on the credit notes or rebills generated by order entry errors.
- Generates Standard Sales Quotes (where applicable).
- Customer Service:_
- Clarifies customers’ feedback and complaints determining the cause of the concern; expedites correction and follows-up to ensure resolution - towards customers’ satisfaction and alignment with company procedures and standards.
- Ensures the usage of the CRM to log calls, tasks, activities, cases, etc. Monitors open tasks/cases; manages cases up to closure - following up with other departments, if needed, to help address the root causes of customers’ complaints.
- Provides accurate and complete information by using the right methods/tools.
- Stakeholders/Collaborations:_
- This position involves strong collaboration with other enabling functions. This professional will cooperate closely with other departments to ensure a high service level of daily duties and requests (e.g., Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain, etc.).

**Education & Experience**:

- Degree, diploma or vocational schooling is desirable.
- +-2 years of experience in OTC or in similar positions within Customer Services.
- Proficiency in spoken and written French, Dutch & English is required.
- Familiar with MS Office package. Experience with ERP systems is an advantage.

**Competencies**:

- Excellent customer-service orientation.
- Strong communication and active listening skills.
- Ability to work in a dynamic environment.
- You act based on Stryker’s values of Integrity, Accountability, People, and Performance.
- Positive, optimistic mindset.

**What do we offer in return?**

We grow talent; we give you the opportunity to develop your career based on your strengths. Stryker is a career destination for engaged, passionate and talented people who are driven to seek the innovation, growth and opportunity that only we offer.
- Flat hierarchies and responsibility: through flat hierarchies, we strengthen the initiative and willingness of our employees to take over responsible tasks.
- Team spirit & engagement: we create engaged and inclusive teams that encourage colleagues to share their diverse perspectives and opinions.
- Recognition of your performance: at our com

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