Stryker Associate Customer Service Representative: Portage, MI in Portage, Michigan

Requisition ID 31396BR

Job Title Associate Customer Service Representative: Portage, MI

Group MedSurg and Neurotech

Division Medical

Business Function Customer Service

Country United States

State/Province MI

City Portage

Employment Category Full Time

Percent Travel Required None

Shift 1st

About Stryker

Stryker is one of the world’s leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries. All 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.

Job Description / Information

Works as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responsibilities include, but are not limited to responding to customer inquiries for information and pricing, data entry, and requests for technical support. To carry out responsibilities, this role must effectively interact with multiple departments, such as service parts, field service, materials, production, logistics, sales, finance and management.

  1. Answers all incoming customer calls and serves as a back-up for placing service part orders.

  2. Answers calls from sales and service reps and may place orders for capital products as well.

  3. Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations.

  4. Assists customers by determining order status and working to resolve product related problems and questions.

  5. Informs customers of standard procedures when placing an order and follows up (verbally or in writing) to ensure customer satisfaction.

  6. Generates and distributes advance notice of return merchandise.

  7. Will follow a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically or by fax with 48-hours of receipt for capital orders and 24-hours for service orders.

  8. Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations.

  9. Assists sales account managers/ customers by determining order status and working to resolve product-related problems and questions.

  10. Contacts customers to verify order and shipping information as a means of ensuring accuracy and customer satisfaction.

  11. Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.

  12. Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality.

  13. Contributes to leading in product innovation by listening and working with others and contributing new ideas.

  14. Committed to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria.

  15. Is always responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect.

  16. Participates in the creation and continuous improvement of standardized work.

  17. Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions.

  18. Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.

  19. Builds relationships and fosters teamwork with fellow team members, leadership and individuals within other departments.

Minimum Qualifications

  • Requires high school diploma or equivalent.

  • Must exhibit excellent verbal and written communication skills.

  • Must be PC literate, preferably with ERP experience.

All 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