Work Flexibility: Hybrid or Onsite

Senior Customer Service Representative (Dutch & English)

Do you enjoy Working in a commercially growing environment?

Within our Benelux Customer Service Department in our Amsterdam office we have are searching for a proactive, hardworking and accurate talents to support our Customers and Sales departments.  The Stryker Customer Service Representative is responsible for effectively executing the OTC (Order to Cash) and Order Management processes for customers in its assigned country or region. For this position you must be fluent in both Dutch & English. You report to a Team Lead/ Supervisor or Manager Customer Service.

You will:

be able to work in a team collaborate giving high quality performance. You are very professional. Your integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements:

• 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
• be responsible to ensure “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
• 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.

You will bring:

• Strong phone contact handling skills and active listening with Excellent communication skills
• Your bachelor’s degree with a min of 3 years relevant experience or MBO with a min of 7 years relevant experience
• You are able to work with Computer / Microsoft Office / ERP Skills
• Enthusiasm and enjoyment to deliver teamwork and be proactive;
• You have a strong proficiency in both Dutch and English speaking and writing;
• Customer oriented and ability to adapt/respond to different types of characters
• Strong internal drive and motivation to make a difference and add value to an organization
• Your ability to work under pressure and remain with a positive, optimistic mindset
• Your can-do attitude and personal responsibility

As a pre;

• experience with Business Process Analysis & logistics knowledge within for example Medical Device, Healthcare Markets

Some more detailed information on the job:

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.
• Generation of Standard Sales Quotes (where applicable).

Customer Service / Customer Experience:

• Provide “Best in Class” Customer Service by managing large amounts of incoming orders and calls or contacts (e.g. emails).
• 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.

Interface Activities:

• Close cooperation with other departments to ensure high service level of daily duties and requests (e.g. Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).
• Assist the Sales Reps in any cycle count processes (consignment or/and demo inventory, where applicable) to identify slow moving, overstock or redundant inventory.
• Strong cooperation with Tender departments for customer prices (price discrepancies, missing prices in ERP, etc.).
• Strong cooperation with Finance on all processes related to incidents, rejected invoices, invoice discrepancies, as well as on monthly/quarterly revenue recognition process, where applicable.
• Deal directly with Sales Reps and Product Managers and customers in relation to returns / RMAs, investigation of traceability and regulatory factors.
• Deal with Supply chain for Back Orders or special requirements and order management of products centralized in the Central Distribution Center.
• Interactions with carriers and transportation team: arrangements of special transportation services (demo, emergencies, returns, management of service failures.

Travel Percentage: None