Senior Customer Services Specialist in Istanbul, Turkey

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!

We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

We are looking for a committed and dedicated Sr Customer Services Specialist to join our highly engaged Customer Services Team, at our office in Sancaktepe, İstanbul

Opportunities & benefits that the role offers

• The opportunity to work within a great company, being listed as “Great Place to Work” in several countries.

• Opportunity to grow and develop within our Customer Services department.

• Being part of a great Team, where focus lies on high engagement, well-being and great collaborative efforts.

Order To Cash (OTC):

• Action order management (order entry, confirmation, allocation and analysis) to maximize ordering/replenishment policies.

• Deal with product availability queries and ensure continuity of information both internally to the plant and externally to the business stakeholders.

• Ensure compliance with team targets and KPIs.

• Open orders report to customers on a weekly basis (or on request), proactively monitoring the reliability of the possible proposed dates of shipping and other information

• Management of Sales Orders from customers placed with Stryker via all potential channels.

• Assistance during audits by collecting requested documents and forwarding them to the requestor within the requested deadlines

• Management of various Sales Order Types including consignment stock orders, standard orders, pending orders, 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 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.

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.

• 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, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).

• 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.

• 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)

• Critical thinkers who naturally see opportunities to develop and optimize work processes –finding ways to simplify, standardize and automate.

• Maintain continual positive attitude, builds relationships and fosters teamwork.

• Flexibility in responding to new and rapidly changing situations and environment

Your profile:

• University degree at related fields; MBA is an advantage.

• Proficiency in spoken and written English is required.

• 5-8 years experience in Customer Service and/or Operations oriented roles in the medical or other sectors.

• Proficiency at MS Office package. Experience with ERP systems is an advantage.

• Customer oriented and ability to adapt/respond to different situations.

Strong internal drive and motivation to make a difference and add value to an organization

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 150 million patients annually.

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.