Team Member, Customer Service (Hybrid)

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

This is a hybrid position. This candidate will be on-site for the first 60-90 days, at which point you will then switch to 2-3 days on site with 2-3 days working from home.

Come join Stryker, Fortune Magazine’s #1 Best Workplace in Manufacturing 5 years in a row!

At Stryker, our teams work with products that are improving and saving people’s lives. Our diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products help people lead more active and satisfying lives.

Who we want:

Dedicated achievers. People who thrive in a fast-paced environment and are driven to complete projects that meet regulations and expectations.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvements across the business.

Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.

What you will do:

The Team Member, Customer Service role will maintain customer accounts by reconciling invoices and applying items to accounts receivable. You will assist with processing transactions in order entry, resolving issues, and developing ad hoc reports. You will utilize procedures for process improvement and be involved with software updates and upgrades. You will communicate directly with sales force, internal departments, and clients to pursue and resolve issues related to orders, accounts receivable and returns.

• Be responsible for order entry accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect or subpar.
• Communicate with internal and external customers to ensure all their needs are understood and addressed.
• Coordinate the shipment of parts in order to meet customer, sales, and operations inventory needs
• Collaborate with internal departments such as sales, inventory management, distribution, accounts receivable, and master data to ensure customer requests are appropriately fulfilled.
• Have the independence and authority to perform required tasks to ensure all provisions of the quality system are met.
• Be able to routinely make decisions which may affect immediate operation and have a division-wide impact.
• Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
• Provide support beyond standard hours as needed if call volume and/or workload require additional time.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Prepare product or service reports by collecting and analyzing customer information.
• Implement procedures to maintain accurate inventory records in the ERP system through proper billing

What you need:

• High School diploma
• 2-3 years customer or account management experience
• Must have the ability to work flexible hours, as needed to support the business needs.
• Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Demonstrated computer skills (e.g. ERP systems, Outlook, Access, Excel and Word.)
• Demonstrated problem solving and communication skills
• Demonstrated organizational, customer service and follow up skills
• Demonstrated phone skills; ability to maintain composure in stressful situations
• Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
• Demonstrated accuracy in data entry and report generation
• Prefer Associates Degree or equivalent work experience
• Prefer demonstrated knowledge of the medical implant industry and hospital customer base

$19.01/hr - $23.93/hr - This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors. Bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program).

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

More information is available at stryker.com