Stryker
ProCare Customer Experience Representative
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Work Flexibility: Hybrid or Onsite
ProCare Customer Experience Representative
Part-time
Newbury, UK (Hybrid)
Position Summary
The ProCare Customer Service Representative is an experienced and knowledgeable member of the ProCare team, well-versed in the day-to-day activities and procedures around technical customer service, including service contract management. This role has a strong understanding of how the team integrates with the broader ecosystem and acts as a key point of expertise and continuity within the function.
This is an individual contributor role that operates with a high degree of independence, applying professional judgement and expertise with minimal supervision.
What You'll Do
- Maintain direct contact with customers before and after the sale, ensuring a consistently positive experience throughout the customer journey.
- Support the sales team by developing and maintaining strong customer relationships that have a meaningful impact on service and product revenue.
- Work cross-functionally with various departments to meet maintenance services sales goals and ensure customer needs are met efficiently.
- Collaborate with customers and distributors to gather accurate accounts of equipment failures and provide clear, timely reports to management.
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Pre-Sale Responsibilities
- Respond to customer enquiries to determine appropriate product literature and pricing schedules.
- Influence production and shipping schedules based on customer requirements.
- Recommend pricing changes based on the company and customer relationship.
- Identify and flag new business opportunities.
Post-Sale Responsibilities
- Respond to customer enquiries covering RMA requests, order status, delivery and related queries.
- Resolve production scheduling, shipping and invoicing issues promptly and effectively.
- Determine the validity of warranty claims and schedule repair resources accordingly.
- Manage changes to production and shipping schedules as required.
- Identify and act on add-on business opportunities within the existing customer base.
What You'll Need
- Degree in a relevant discipline or equivalent experience.
- Comprehensive understanding of the processes, procedures and systems used in technical customer service and contract management.
- Ability to work independently and apply professional judgement based on experience and best practice.
- Strong communication and relationship management skills.
- Good understanding of the underlying principles of the customer service function and the ability to make sound decisions based on previous experience.
- Experience in a technical customer service or after-sales environment is an advantage.
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United Kingdom Pay Ranges:
United Kingdom: £26,100 - £43,600 GBP Annual
At Stryker, we believe transparency helps candidates make confident decisions about their next career step. Compensation is an important part of that process and we want to be clear about how pay is determined. The compensation information posted for this role may be presented as a salary range or a fixed amount depending on the role. In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.
If you’d like to learn more about the salary or the benefits associated with this role, your recruiter will be happy to walk you through the details as you progress through the hiring process.
Travel Percentage: None
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