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United States
Stryker Hiring for Customer Service Representative I at Tennessee Full Time
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; paid time off 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.
What You’ll Do
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Validate surgery product usage
Check and validate accuracy of incoming surgery product usage cases
Support Sales Reps in case of product usage discrepancies
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Bill for surgery product usage
Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process
Follow up with hospital about purchase orders and clarify discrepancies
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Provide Sales Support
Build relationships with Sales Reps and support requested product/case info
Determine when Rep support requires escalation based on complexity of request and priority level of need
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Provide Customer support
Follow order entry process and back-up team members
Be the customer-facing voice and develop creative solutions to customer issues
Provide proactive updates on order status to accelerate billing process
Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
Determine when hospital request requires escalation, based on complexity of request or high priority need
Solve customer complaints and document them in the CRM system
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Provide phone support for inquiries from sales and healthcare professionals.
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Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships
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Process all work in accordance with relevant working practices and standard operating procedures.
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Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
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Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
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Provide support beyond standard hours as needed if call volume and/or workload require additional time.
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Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.
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Prepare product or service reports by collecting and analyzing customer information.
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Implement and support Quality initiatives throughout branch.
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Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
Main Responsibilities:
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Order Entry (sales/customer support) 50%
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PO Application 25%
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Credit/Rebills 5-10%
What You Need
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1+ year of customer or account management experience required
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Clear and concise communication skills
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Passion for best-in-class customer service and ability to make customers promoters of our products and services
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Drive to dig into the details of customer issues to solve problems proactively
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Computer skills and know-how to navigate between different systems
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Enthusiasm to learn about Stryker game-changing products and technology
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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.
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Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
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Demonstrated problem solving and communication skills
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Demonstrated organizational, customer service and follow up skills
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Demonstrated phone skills; ability to maintain composure in stressful situations
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Demonstrated interpersonal skills with ability to successfully communicate verbally and in writing
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Demonstrated accuracy in data entry and report generation
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Must have the ability to work flexible hours, as needed to support the business needs.
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Must be able and willing to work successfully in a team environment.
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Prefer demonstrated knowledge of the medical implant industry and hospital customer base
$17.60 – $30.50 hourly wage plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). 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.
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/
About Stryker
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
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
