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Job Details


Sales Support Representative (R466598)

Sales and Marketing

Sales Representative

Yearly

No

San Jose, California, United States

Why join Stryker?

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.


Works as a liaison between sales representatives, regional managers and internal departments within the organization to ensure customer satisfaction. Responsibilities include data entry of orders, working with and adjusting information in the order entry system, tracking an order through production and delivery. To carry out responsibilities, this role must effectively interact with multiple departments, such as materials, production, logistics, sales, finance and management.

Essential Functions:

  • Answers all incoming sales calls from one or more primary regions within the defined Service Levels metrics and serves as back up for other sales regions and customer support, as needed.
  • Follows a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically or by email with 24-hours of receipt. Responsible for initial response time average of 60 minutes or less.
  • Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations.
  • Assists sales account managers by determining order status and working with cross-functional teams to resolve product-related problems and questions.
  • Contacts customers to verify order and shipping information as a means of ensuring accuracy and customer satisfaction.
  • Participates in sales training and periodic updates to ensure a working knowledge of our products and stays up-to-date with Customer Care Processes and procedures.
  • Focuses on customer satisfaction through teamwork and empowerment, solving problems through a consultative approach, operating with honesty and integrity and providing a highly responsive and unsurpassed level of customer service.
  • Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
  • Contributes to leading in product innovation by listening and working with others and contributing new ideas.
  • Committed to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria.
  • Invests in employee involvement and development by fostering personal growth, being responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect. Serves as a role model and mentor to other customer service representatives.

Qualifications:

  • Requires high school diploma or equivalent.
  • Two years of responsible clerical experience or a related amount of accredited business training.
  • 1 year of customer service experience required.
  • Must be PC literate, preferably with ERP experience.
  • Basic skills - Basic reading and math skills, and ability to adhere to safety related issues to include, but not limited to good housekeeping, ergonomics practices, documentation, and team concepts. Ability to effectively demonstrate knowledge of modern office procedures by utilizing, but not limited to, the personal computer, fax machine, and copy machine. Must also have the ability to communicate with employees and customers/guests in a professional and courteous manner. May be required to have workplace organization, training procedure, and demonstrated machine specific and computer proficiency.
  • Functional skills – Ability to learn and use product knowledge, medical terminology, and high level of organizational and detail-oriented skills. Must also have knowledge of the production routing system.
  • Knowledge of or training in a foreign language is preferred, but not required for most sales support positions.
  • Good problem-solving abilities.
  • May involve prolonged periods of sitting or standing, as appropriate.
  • Closed-toe shoes must be worn on the production floor; safety shoes are recommended.

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