Senior Customer Support Associate

COVID-19 vaccination requirements

Stryker is driven to work together with our customers to make healthcare better. In order to fulfill our commitment as a federal contractor, while focusing on the health and safety of our employees and those that we serve, Stryker is encouraging US employees as well as all new US employees joining our company to be fully vaccinated against COVID-19. Today or in the future, vaccination may be a requirement based on the essential functions of the specific role or applicable regulations. Please refer to our COVID-19 Vaccination Requirements FAQs page for current vaccination and/or reasonable accommodation requirements and timelines.

Why join Stryker?

We are proud to be named one 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.

Basic Function: 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.

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