Senior Kit Booking Specialist

STRYKER TIBBİ CİHAZLARI SAN.VE TİC.LTD.ŞTİ.

Everything we do at Stryker evolves around our customers. It is in our mission, it is in our DNA and each single day we aim to satisfy our customers needs to the best of our ability.

The Customer Service team is a critical component directly impacting our customer experience. We listen and speak to customers, we communicate and collaborate, we are professional, reliable and follow-up proactively to ensure a seamless and effortless customer experience and by delivering our service commitments.

A Kit Booking Specialists’ main function of the job is to work alongside the Kit Booking Team to complete order queries, check availability for future requests, and arrange the logistical movements of loan kits whilst adhering to regulatory requirements along with considering cost implications and business priorities. There will also be the need to respond to email queries, manage reports and raise invoices in response to the original orders. 

• Maintains direct contact with customers before and/or after the sale.
• Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)
• Works with various departments to meet maintenance services sales goals.
• Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.
• Focus of work may be in pre-sale or post-sales or both. Pre-sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities. Post-sale:Responds to customer inquiries (RMA, status, delivery, etc.).
• Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.

• The Senior Kit Booking Specialist being the expert in this area is expected to support less experienced Booking Specialists in the execution of assigned tasks and to ensure services are of maximum satisfaction to customers. The position holder may act on request as deputy of departmental Supervisor/Team Lead/Manager and will act as point of escalation to help in resolution of issues and training of newoperatives/specialists. They would also assist their line manager in ensuring that the day to day activities of the team are being completed effectively.
• Lead by example. (Work ethic, quality output, efficiency, engaging positively)
• Being an approachable person colleagues can come to for help
• Supporting other departments
• Be transparent in the motivations of your own actions
• Directs day-to-day work activities in line with priorities and business demands – Rota updates
• Supports and helps implement change in a positive manner
• Participating in cross functional projects whilst looking for opportunities to maintain continuous improvement culture with regards to the service provided to our customers
• Be an active, inspirational role model of the Stryker Service Commitments
• Promote proactive sharing of knowledge and experience within the Kit Booking Team
• Continue to show interest of your team and work
• In the absence of the manager, be there to make decisions and lead the team
• Support in driving the engagement and motivation of the team
• Effective communication
• Ensure priorities are completed and the business needs are met
• Strives to exceed performance objectives
• An expert in all departmental processes – able to review and update work instructions along with training matrix
• Drive achievement of the departmental and divisional KPI’s and support in the updates of reports for the team
• Provide feedback to team members in a constructive and positive manner
• Support in the help and training of other colleagues
• Accept feedback openly, and demonstrate changes based on the feedback – use of personal development plan
• Collaboratively works to set specific and meaningful development goals for all members of the team
• Leading Central Marketing kit booking and related communication with EEMEA marketing teams across region