Customer Service Representative

We are excited to be named one of the World's Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW\_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf)

**First Shift - Monday to Friday 8 - 5 (flexible schedule)**

**Overtime based on business needs**

**Who we want -**

+ **Charismatic networkers.** Relationship-savvy people who intentionally make connections with both internal partners and external contacts. You will be the face of Stryker!

+ **Customer-oriented achievers.** Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

+ **Dedicated achievers.** People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

+ **Goal-oriented developers.** Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

**What you will do -**

+ Act as the customer service role model and expert for the branch. Maintain customer accounts and reconcile invoices for accounts receivable and provide guidance and support to the branch management.

+ Assist with processing transactions in order entry and resolving customer service related issues.

+ Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment

+ Assist branch management by addressing issues when necessary

+ Through a combination of on the job experience and personal learning this person has developed into the key contact for related processes.

+ Responsible for a higher level of responsibility for account resolution and process improvements.

+ Provide phone support for inquiries from sales and healthcare professionals

+ Train and support new team members and other team members with problem resolutions and proper operations protocol

+ Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships

+ Process all work in accordance with relevant working practices and standard operating procedures

+ Provide feedback and suggestions to improve service levels, internal processes and customer support methodology

+ Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales

+ Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

+ Determine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing

+ Understand and implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

+ Review aging billings and send out weekly to Sales Management.

+ Assist with the collection of data for monthly quality self-audits.

+ Review and distribute customer dispute reports.

+ Resource and process expert for US Field Operations.

**What you need -**

+ High School diploma or equivalent - required

+ 2+ years of customer/account management/professional experience - required

+ Must have the ability to work flexible hours, as needed to support the business needs.

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.

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.