Associate Customer Support Rep (Hybrid)

Work Flexibility: Hybrid

Position Summary

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.

Essential Duties & Responsibilities:

• Answers all incoming customer calls and serves as a back-up for placing service part orders.
• Answers calls from sales and service reps and may place orders for capital products as well.
• Initiates and tracks documentation to authorize and direct work according to customers' contractual obligations.
• Assists customers by determining order status and working to resolve product related problems and questions.
• Informs customers of standard procedures when placing an order and follows up (verbally or in writing) to ensure customer satisfaction.
• Generates and distributes advance notice of return merchandise.
• 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.
• Initiates and tracks documentation to authorize and direct work according to customers' contractual obligations.
• Assists sales account managers/ customers by determining order status and working to resolve product-related problems and questions.
• Contacts customers to verify order and shipping information as a means of ensuring accuracy and customer satisfaction.
• Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
• 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.
• Contributes to leading in product innovation by listening and working with others and contributing new ideas.
• 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.
• Is always responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect.
• Participates in the creation and continuous improvement of standardized work.
• Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions.
• Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
• Builds relationships and fosters teamwork with fellow team members, leadership and individuals within other departments.

Basic Qualifications:

• Requires high school diploma or equivalent.
• Must exhibit excellent verbal and written communication skills.
• Must be PC literate, preferably with ERP experience.

Physical Requirements:

• May involve prolonged periods of stooping, kneeling, crouching, bending, sitting, standing, and/or crawling as appropriate.
• May be required to move materials up to 50 pounds, reach, push, or pull in order to accomplish job accountabilities.
• Coordination of eye, hand, and/or foot movement with an ability to grasp by hand and meet cognitive demands to include visual and auditory discrimination/memory, reading ability, and memory retention ability.
• Requires use of safety glasses in designated areas.

Mental requirements:

• Basic skills - Basic reading and math skills, and ability to adhere to safety related issues to include, but not limited to good housekeeping, ergonomics practices, documentation, and team concepts. Ability to effectively demonstrate knowledge of modern office procedures by utilizing, but not limited to, the personal computer, fax machine, and copy machine. Must also have the ability to communicate with employees and customers/guests in a professional and courteous manner. May be required to have workplace organization, training procedure, and demonstrated machine specific and computer proficiency.
• 2. Functional skills - Ability to learn and use product knowledge, medical terminology, and high level of organizational and detail oriented skills. Must also have knowledge of the production routing system.

Travel Percentage: 0%

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.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.