Sales Support Representative

Work Flexibility: Hybrid

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!

Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

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.

Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

What you will do

The Sales Support Representative ensures that sales reps, project managers, and customers receive the best possible service by handling a variety of pre- and/or post-sales and pre-installation functions.

• Responsible for project managing critical Customer Service projects and processes.
• Guides the work of the Customer Service Associates and provides backup to manage the volume of work.
• Leads projects to enhance existing local processes and structures to streamline and be more effectives as well as identifying initiatives that would better support our customers in a more efficient manner.
• Works alongside Customer Service Supervisor and Sales Team to track and reach monthly and yearly sales goals
• Drives special projects and process improvement initiatives.
• Participates in cross-functional meetings and huddles.
• Trains new employees.
• Creates and upkeeps Customer Service standard work and process documents.
• Generates and analyzes team huddle metrics to ensure the team is meeting service level agreements with Sales Reps and Project Managers.
• Gather cross-functional feedback, deliver to the team, and provide plan on how to improve.
• Responsible for Mobile Inventory upkeep, Van and consignment orders.
• Participates in 3rd party PO processing and invoicing.
• Utilizes CRM and ERP tools to enter and book small parts, capital, repair, and return orders.
• Responsible for accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect or subpar.
• Troubleshoots in quoting tool for sales representatives if quote pricing or customer information doesn't match customer-provided documentation.
• Identifies incorrect information when booking using the CRM tool and updates alongside the necessary teams.
• Reviews and researches incoming parts orders identified as RMAs. Advises on part number(s) needed.
• Assists in receiving in returned product to the Returns inventory.
• Coordinate the shipment of parts in order to meet customer needs and/or resolve field issues.
• Coordinate pickups with customer, Project Managers, Sales Representatives, and Tech Support.
• Provide price and product availability information to customers and sales representatives.
• Provide product information, may include providing technical assistance.
• Provides information on the status of equipment returns, sales orders, delivery schedules, etc.
• Research problems or questions for customers, Sales Force, Project Managers, or Operations personnel. This may involve going through customer files, reviewing existing orders, and consulting with other employees and/or customers.
• Familiar with front desk processes and covers as the front line of the building when receptionist is out.
• Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.
• Able to routinely make a decision which may affect immediate operation and have a company- wide impact.
• Coordinate with other departments as required.
• Primary equipment used includes: computer, telephone, fax, scanner, calculator, filing system.
• Other duties as assigned by manager.

What you need

• High School Diploma required
• 2+ years experience in customer service environment or equivalent.
• Knowledge of Stryker Communications business systems.
• Ability to communicate well with customers, sales force, project managers, supervisor, and co-workers in both written and verbal communication.
• Basic computer skills.
• Effective analytical skills; demonstrate organizational skills
• Proven leadership skills amongst peers.
• Ability to task team members and delegate workload.
• Prioritize work and follow up. Excellent multitasking skills required.
• Analyzing and solve problems independently.
• Execution and service oriented.
• Coordinate with other departments.
• Organization and attention to detail.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

Competitive Salary + Bonus Potential, Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program when applicable)

Travel Percentage: 10%

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.