Senior Customer Support Associate

The Sales Support Coordinator 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.

Responsibilities:

• Generates and analyzes team huddle metrics to ensure the team is meeting service level agreements.
• 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.

Physical Requirements:

• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.

Mental Requirements:

• 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.

Skills/Experience Required:

• 2+ years experience in customer service environment or equivalent.
• Ability to communicate well with customers, sales force, project managers, supervisor, and co-workers in both written and verbal communication.
• Basic PC skills.
• Effective analytical skills; demonstrate organizational skills
• Familiarity with Stryker products preferred.

Education/Training Required

• High school diploma.
• Bachelor’s degree preferred.