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Job Details


Sr. Customer Service Representative (R475079)

Customer Service

Customer Service

Yearly

No

Houston, Texas, United States

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.


  • Validate surgery product usage

Check and validate accuracy of incoming surgery product usage cases

Support Sales Reps in case of product usage discrepancies

  • 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

  • Provide Sales Support

Build relationships with Sales Reps and support requested product/case info

Aid Reps with data entry into RepSuite system as needed

Determine when Rep support requires escalation based on complexity of request and priority level of need

  • Provide Customer support

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

  • Participate in the training and onboarding of Customer Service Representatives.
  • Provide phone support for inquiries from sales and healthcare professionals, inclusive of escalated cases.
  • Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships
  • Process all work in accordance with relevant working practices and standard operating procedures.
  • Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
  • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
  • Provide support beyond standard hours as needed if call volume and/or workload require additional time.
  • Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
  • Prepare product or service reports by collecting and analyzing customer information.
  • Maintain customer pricing in systems of record, including entering contracts as required.
  • Implement and support Quality initiatives throughout branch.
  • Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

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