Senior Team Member, Customer Service

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 the #5 World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

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. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)

The Sr. Team Member, Customer Service will maintain customer accounts by reconciling invoices and applying items to accounts receivable. Assist with processing transactions in order entry, resolving issues, and developing ad hoc reports. Utilizing procedures for process improvement, involved with software updates and upgrades. Communicate directly with sales force, internal departments, and clients to pursue and resolve issues related to orders, accounts receivable and returns.

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.
• Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.
• Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

What you will do

• Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process
• Build relationships with Sales Reps and support requested product/case info
• Be the customer-facing voice and develop creative solutions to customer issues
• Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
• Follow up with hospital about purchase orders and clarify discrepancies
• 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 support beyond standard hours as needed if call volume and/or workload require additional time.
• 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.

What you need

• High School diploma or equivalent required; prefer Associates Degree or equivalent work experience
• 2+ years of work experience required

Our benefits

Our total rewards offering varies by country but often includes 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.

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/