Lead Kit Booking Representative

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 offer an opportunity to join the Stryker office of Diegem, Belgium as a Lead Kit Booking Representative, who is an experienced kit booking representative, well-versed in the day-to-day activities and the procedures around Kit Booking. The Lead Kit Booking Representative has a good view of the way the team integrates with other teams in the ecosystem. The Lead Kit Booking Representative is also expected to coach/mentor other Kit Booking Representatives and possibly assist management with task assignment across the service representative team.

This is a part time position with 20 hours of work per week.

What we are looking for:

Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

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

Key Activities & Responsibilities

• Processing kit booking orders, credits, loan kit queries
• 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 a number of complex areas /
• processes and queries
• Work with your colleagues to effectively organize and priorities 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

Your profile

Education / Qualifications

• High School diploma or equivalent
• Further education in a relevant discipline is a plus.

Experience / Skills

• Fluent level of French or Dutch is required.
• Experience in Kit Booking, order management or customer contact processes is desirable, preferably in a kit related business
• Excellent understanding of Customer Service process flows
• Excellent understanding of good documentation practices and documentation retention
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Good ERP system knowledge
• Experience with Business Process Analysis is a plus.
• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets) is a plus.
• Working level of English

Competencies / Behaviors

• Highly customer focused
• Problem solving person who knows how to prioritize and is flexible
• 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

This is a part time position with 20 hours of work per week.

The Company

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
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.