Kit Booking Specialist

**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)

We are delighted to present a new opportunity to join Stryker (Diegem, Belgium), as a **Kit Booking Specialist**. **The Kit Booking Specialist is an experienced member of the team, with experience of the different aspects of the Order-To-Cash (OTC) process. The specialist would be expected to be able to perform the majority of the tasks being done by the team, help out with complex queries and work across different stakeholders and functions to resolve issues. They would be required to assist with process review and creation, training of junior team members and ensuring the team are meeting the KPIs and SLAs.

**Key Activities & Responsibilities**
- Processing kit booking orders, credits, loan kit queries
- Arranging returns and collections and handling proof of delivery and pricing requests
- 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
- Perform the training for junior or new members of the team
- Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
- Work on improvement of processes with other departments as well as internal procedures
- Perform follow up investigations into ensuring the team are meeting the KPIs and SLAs.
- Act as a mentor for more junior customer service representatives

**Education / Qualifications**
- High School diploma or equivalent.
- College or university degree is a plus.

**Experience / Skills**
- Experience in Kit Booking is a plus.
- Expertise / knowledge in Kit Booking, order management or customer contact processes are required.
- ** Fluency in French and Dutch is required**.
- Solid understanding of Operations process flows and how they impact each other.
- Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet.
- Good ERP system knowledge.
- Proven ability to solve problems and queries.
- Experience with Business Process Analysis.
- Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets).

**Competencies / Behaviors**
- 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
- Ability to identify and suggest innovative ideas for improvement
- Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
- Ability to work on their own initiative, prioritizing and organizing workload based on their own
- experience as well as input from their manager.
- Understands what is needed to accomplish establish appropriate goals, priorities and objectives
- Demonstrate clear evidence of objective measurement of their achievements

**Company Overview**:
Listed as one of the great places to work in Europe, Stryker is a leading medical technology company, where you will have a huge opportunity to make a difference to the critical service, we provide to health care organizations. You will be a part of a company that places a huge importance on employee engagement and will have opportunities to further your personal and professional development through learning new technical and soft skills. You will also gain a broad range of experience in both your area of responsibility but also across the wider business, providing long-term growth opportunities to forge a career for yourself. Everyone at Stryker is committed to our mission - “Together with our customer we are driven to make healthcare better”, and we focus every day on making this a central part of our culture.

**About Stryker