Senior Customer Service Specialist

il y a 3 jours

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)

A Stryker Customer Service Representative is responsible for effectively executing the OTC (Order To Cash) and Order Management processes for customers in his or her assigned country or region.

The main objectives are to provide “Best in Class” Customer Service and ensure the highest level of customer satisfaction and experience to both internal and external customers are achieved. This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.

This role will embrace teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.

The Senior Customer Service Representative being the expert in this area is expected to support less experienced Customer Service Representatives in the execution of assigned task and to ensure services are of maximum satisfaction to customers. The position holder may act on request as deputy of departmental Supervisor and will act as point of escalation to help in resolution of issues and training of new operatives/specialists. They would also assist their line manager in ensuring that the day to day activities of the team are being completed effectively,

**_
What you will do
- **
- The Customer Service Representative will liaise with all the major functions of the business such as Sales Franchises, RAQA, Asset Management to achieve key activities on a local and / or cross-divisional level being capable to represent the Customer Service Organization
- He / She will be responsible in assisting the supervisor and manager in creating a “Best in Class” customer experience including accurate Order Management and to look for continuous improvement in the Customer Service area.
- Ensure all Compliance, SOX, FCPA and other policies and regulations are applied and followed.
- The job will be measured on Operational and Financial KPI’s, as for example On-Time-In-Full or other service related metrics, process and productivity improvements.
- Work with Customer Service Supervisor to ensure Customer Service is being delivered by the team n line with the service commitments.
- Having multiple years of experience, you are responsible for supporting the job specific training of team members. You may also be assigned a junior employee to mentor.
**Order To Cash (OTC)**:

- Management of Sales Orders from customers placed with Stryker via all potential channels (including EDI, phone, mail, fax, etc.).
- Interface activities related to EDI based transactions (e.g. Order, Invoice, ASN) like ongoing maintenance and problem resolution
- Management of various Sales Order Types including consignment stock orders, custom made product orders, standard orders, pending orders, deferred purchase order (where applicable) and consume and replenish order flows.
- Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc. while paying attention to the customer request date and manage the order entry process accurately.
- Clarification and follow-up of 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.
- Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer.
- Performing consignment inventory investigations to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved in a timely manner.
**Customer Service / Customer Experience**:

Identify and assess customers’ needs to achieve customer satisfaction and loyalty
- Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer’s satisfaction per company procedures and standards.
- Guarantee daily usage of the CRM to log calls, tasks, activities and cases and all the other capabilities offered by the system. Monitor open tasks and cases; manage the case (customer service complaints) closure and follow up with the other departments to provide a feedback on the root causes of the customer complaints, if needed.
- Provide accurate, valid and complete information by using the right methods/tools.
**Int

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