Senior Customer Service Specialist
Contract: 12 Month Contract
Location: Newbury
Hybrid: 3 Days in Office Per Week
Position Summary
The Senior Customer Service Specialist is an expert in all aspects of Customer Service and is able to perform all tasks that are required to be performed by the team. The Senior Customer Service Specialist have enough knowledge to take escalations and questions from the team, as well as train and mentor members of the team on the various aspects. The Senior Customer Service Specialist would be expected to take responsibility for various tasks performed by themselves or the team to ensure smooth running on a day-to-day basis. The Senior Customer Service Specialist would be expected to assist with creation of work instructions, training of junior team members and ensuring the team are meeting the KPIs and SLAs. The Senior Customer Service Specialist would also assist with running reports to monitor and track KPIs.
Key Activities & Responsibilities
Processing orders and credits
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
Working collaboratively with other functions and divisions on cross-functional or customer specific topics
Assist in supporting and training more junior colleagues
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.
Be an expert in all areas / processes of the department
Follow up with colleagues to ensure that specific processes are being executed correctly on a day to day basis
Assist the team as first point of escalation for customer or process issues
Assist with monitoring KPIs and work collaboratively with the colleagues in the sales team and other functions to ensure all SLAs and KPIs are met
Act as a mentor for more junior customer service representatives
What you will need:
Education / Qualifications
College or university degree, or equivalent relevant experience
Preferred:
Lean Green Belt
Experience / Skills
2 years (+5 if no degree) in customer service, order management or contact center roles
Expertise in OTC processes are required, in particular Finance and Compliance
Experience with continuous / process improvement
Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
Advanced ERP system knowledge
Advanced knowledge of reporting systems
Proven ability to solve complex problems and queries involving multiple stakeholders
Desirable:
Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
Knowledge about rules and laws in the medical device environment
Advanced understanding of Operations process flows and how they impact each other
True consultative approach, adding value and inspiring a sense of confidence for internal and external customers
Fluency in English + language of base country, spoken and written
Ability to adapt to different types of people and situations to ensure positive outcomes
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
Proactive - A self-starter who has a pro-active and independent personality, ability to manage their own workload and prioritize appropriately
Acts with integrity
Understands what is needed to accomplish establish appropriate goals, priorities and objectives
Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives. Understands and considers impact of decisions
Innovation & Creativity – Develops and champions new ideas
Relationship Builder – Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness
Consistently prioritizes the right opportunities for SYK
Travel Percentage: 0%