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

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!

• Provide phone support for inquiries from sales and healthcare professionals.
• 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
• 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.
• 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.
• Prepare product or service reports by collecting and analyzing customer information.
• Coordinate sequence and release of back orders according to stock availability.
• Maintain customer pricing in ERP system, including entering contracts as required.
• Implement and support Quality initiatives throughout branch.
• Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
• Implement procedures to manage inventory shelf life and expiry records.
• Support and participate in the branch cycle counting process

• High School diploma or equivalent required; prefer Associates Degree or equivalent work experience

• Valid drivers license and good driving record
• 2-3 years customer or account management experience
• 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 demonstrated knowledge of the medical implant industry and hospital customer base
• Must have the ability to work flexible hours, as needed to support the business needs.
• Must be able and willing to work successfully in a team environment.

• 12 paid holidays annually
• 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.