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.
The Associate Customer Experience Representative provides customer services relating to sales, sales promotions, installations, and communications. This role ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws.
Who We Want
Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
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.
Challengers. People who seek out the hard projects and work to find just the right solutions.
Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
Teammates. Partners who listen to ideas, share thoughts and work together to move the business forward.
What You Will do
Under minimal supervision the Associate Customer Experience Representative is expected to perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service.
- Answers incoming requests through a multichannel system which include but are not limited to order entry, order status and trouble shooting of products.
- Follow standardized process to ensure 100% quality for all orders.
- Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
- Understands, interprets and explains detailed information of printed material and processes.
- Prioritizes and identifies activities and tasks, adjusting priorities when appropriate.
- Maintain continual positive attitude, builds relationships and fosters teamwork.
- Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
- Flexibility in responding to new and rapidly changing situations and environment.
- Demonstrates an understanding of how decisions impact customers and markets.
- Participates in the creation and continuous improvement of standardized work.
- Other duties as assigned.
What We Need
Clear and concise communication skills
Passion for best-in-class customer service and ability to make customers promoters of our products and services
Computer skills and know-how to navigate between different systems
2+ years of customer or account management experience preferred
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, Customer Relationship Management (CRM) system, 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
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.
Prefer demonstrated knowledge of the medical implant industry and hospital customer base
High School Diploma or equivalent required.
$16.73 - $26.93 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
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