**Position Summary** The Senior Kit Booking Representative has spent time gaining knowledge and experience and has established their knowledge in the various aspects of their role. With the experience gained, the Senior Kit Booking Representative is able to answer queries and questions and escalate when necessary. **Key Activities & Responsibilities** + Processing kit booking orders, credits, loan kit queries + Arranging returns and collections and handling proof of delivery and pricing requests + Handling incoming e-mails and calls + Proactively communicating with internal & external customers + Investigating and resolving invoice disputes + Logging and follow up of issue resolution and related communication back to the customer + Demonstrate knowledge in at least one or more complex areas / processes + Taking ownership of specific areas of responsibility such as key accounts, complex orders (e.g. capital orders, lot consumption) + Effectively priorities the tasks within these areas + Take ownership of complex queries related to these areas + Investigating and resolving invoice disputes and pricing queries **Education / Qualifications** + High School diploma or equivalent _Preferred:_ + Further education in a relevant discipline **Experience / Skills** _Essential:_ + 3 years in customer service, order management or contact center roles + Experience in Kit Booking, order management or customer contact processes is desirable, preferably in a kit related business + Fluent language of base country, spoken and written are essential + Has demonstrated the ability to build strong relationships with customers and colleagues + Can communicate proactively and professionally with Sales team members and Customers + Ability to adapt to different types of people and situations to ensure positive outcomes + Intermediate knowledge of MS Excel, MS Outlook, MS Word, Internet + Basic ERP system knowledge _Desirable:_ + Solid understanding of Customer Service process flows + Solid understanding of good documentation practices and documentation retention + Has some experience of handling difficult situations independently + Working level of English 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.