Customer Service Representative (m/f/d) for our office in Zaventem (Belgium)

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)

You enjoy working in a commercially growing environment?

You put the customer at the centre of everything you do?

You enjoy working in a collaborative team?

You communicate fluent in English, French & Dutch?

If you can agree to all questions we are looking forward to your application!

We are searching for a proactive, hardworking talent to support our Customers and our Sales departments in Belgium. You will be responsible for effectively executing the OTC (Order to Cash) and Order Management processes for customers.

The main objectives are to provide “Best in Class” Customer Service and improve customer satisfaction to both in- and external customers. This includes identifying and supporting continuous improvements to enhance our service.

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.

• That means in general you will:
• Liaise with all the major functions of the business such as Sales Franchises, RAQA and Asset Management to achieve key goals on a local and / or cross-divisional level.
• Be responsible for Order Management
• Ensure all Compliance, SOX, FCPA and other policies and regulations are applied and followed.
• Be measured on Operational and Financial KPI’s.

Order To Cash (OTC):

• Generation of Standard Sales Quotes.
• Management of Sales Orders from various channels (EDI, phone, mail etc.).
• Order entry, invoicing, replenishment, consignment inventory accuracy etc.
• Follow-up on credit notes or rebills.
• Management of electronic invoicing and provide documentation as requested by the customer.
• Conduct inventory investigations to ensure discrepancies are resolved in a timely manner.
• Customer Service / Customer Experience:
• Managing large amounts of incoming orders, calls and emails.
• Identify and assess customers’ needs to achieve customer satisfaction and loyalty.
• Resolve customer queries in a timely manner in line with Stryker’s procedures and standards.
• Use the CRM to log calls, tasks, activities and cases.
• Close co-operation with other departments (e.g. Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain
• Assist the Sales Reps with inventory management to identify slow moving, overstock or redundant inventory.
• Strong cooperation with Tender departments for customer prices.
• Strong cooperation with Finance on invoice discrepancies and monthly/quarterly revenue recognition process.
• Interactions with carriers and transportation team.

Education & work experience:

• Vocational schooling or community level degree or certificate
• Commercial education as industry or office merchant or any equivalent desirable.
• Fluent Dutch, French and English (spoken & written)
• Various of years work experience in Customer Service within an international environment
• Experience with Business Process Analysis
• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
• Microsoft Office / ERP Skills

Competencies & Behaviors

• Extra-ordinary focus on Customer Service
• Strong communication (phone) and active listening skills
• Customer oriented with the ability to adapt/respond to different types of characters
• Strong internal drive and motivation to make a difference and add value to an organization
• Ability to work under pressure
• Positive, optimistic mindset
• Can-do attitude
• Personal responsibility
• Decisiveness

Please send us you application in English!

Know someone at Stryker?

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com