Senior Customer Service Specialist

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)

A Stryker Customer Service Representative is responsible for effectively executing the OTC (Order To Cash) and Order Management processes for customers in his or her assigned country or region.

The main objectives are to provide “Best in Class” Customer Service and ensure the highest level of customer satisfaction and experience to both internal and external customers are achieved. This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.

This role will embrace teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.

The Senior Customer Service Representative being the expert in this area is expected to support less experienced Customer Service Representatives in the execution of assigned task and to ensure services are of maximum satisfaction to customers. The position holder may act on request as deputy of departmental Supervisor and will act as point of escalation to help in resolution of issues and training of new operatives/specialists. They would also assist their line manager in ensuring that the day to day activities of the team are being completed effectively,

What you will do

• The Customer Service Representative will liaise with all the major functions of the business such as Sales Franchises, RAQA, Asset Management to achieve key activities on a local and / or cross-divisional level being capable to represent the Customer Service Organization
• He / She will be responsible in assisting the supervisor and manager in creating a “Best in Class” customer experience including accurate Order Management and to look for continuous improvement in the Customer Service area.
• Ensure all Compliance, SOX, FCPA and other policies and regulations are applied and followed.
• The job will be measured on Operational and Financial KPI’s, as for example On-Time-In-Full or other service related metrics, process and productivity improvements.
• Work with Customer Service Supervisor to ensure Customer Service is being delivered by the team n line with the service commitments.
• Having multiple years of experience, you are responsible for supporting the job specific training of team members. You may also be assigned a junior employee to mentor.

Order To Cash (OTC):

• Management of Sales Orders from customers placed with Stryker via all potential channels (including EDI, phone, mail, fax, etc.).
• Interface activities related to EDI based transactions (e.g. Order, Invoice, ASN) like ongoing maintenance and problem resolution
• Management of various Sales Order Types including consignment stock orders, custom made product orders, standard orders, pending orders, deferred purchase order (where applicable) and consume and replenish order flows.
• Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc. while paying attention to the customer request date and manage the order entry process accurately.
• Clarification and follow-up of any variances during or after the completion of the OTC process with special attention on the credit notes or rebills generated by order entry errors.
• Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer.
• Performing consignment inventory investigations to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved in a timely manner.

Customer Service / Customer Experience:

• Provide “Best in Class” Customer Service by managing large amounts of incoming orders and calls or contacts (e.g. emails).
• Identify and assess customers’ needs to achieve customer satisfaction and loyalty
• Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer’s satisfaction per company procedures and standards.
• Guarantee daily usage of the CRM to log calls, tasks, activities and cases and all the other capabilities offered by the system. Monitor open tasks and cases; manage the case (customer service complaints) closure and follow up with the other departments to provide a feedback on the root causes of the customer complaints, if needed.
• Provide accurate, valid and complete information by using the right methods/tools.

Interface Activities:

• Close cooperation with other departments to ensure high service level of daily duties and requests (e.g. Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).
• Strong cooperation with Tender departments for customer prices (price discrepancies, missing prices in ERP, etc.).
• Strong cooperation with Finance on all processes related to incidents, rejected invoices, invoice discrepancies, as well as on monthly/quarterly revenue recognition process, where applicable.
• Deal directly with Sales Reps and Product Managers and customers in relation to returns / RMAs, investigation of traceability and regulatory factors.
• Deal with Supply Chain for Back Orders or special requirements and order management of products centralized in the Central Distribution Center.
• Interactions with carriers and transportation team: arrangements of special transportation services (demo, emergencies, returns, management of service failures).

Other Activities related to Senior role:

• Perform administrative duties, reports and special tasks/projects associated with Customer support.
• Prepare specific product or service reports by collecting and analyzing customer information.
• Help and support the manager analyzing data and reports extracted from the CRM and suggest proactive and corrective actions to improve internal processes and enhance customer experience.
• Support the manager during on onboarding raining process for new employees.
• Pro-actively seek methods of improving the services provided by the department and to champion new ideas including support of testing innovative solutions / improvements.
• Auditing management: support internal and external audits with documentation and ad hoc analysis on specific key processes.
• Be example and role model offering help to manage daily workload and tasks.
• Volunteer to take leading activities in engagement planning and performing regular updates with their team members.
• Monitoring and production of up to date and accurate management information relating to KPIs and objectives.

Your profile

• Vocational schooling, community college level degree or certificate.
• Commercial education as industry or office merchant or any equivalent.
• Advanced or fluent communication capabilities in English are essential (verbal and writing).

Experience

Essential:

• 3-5 years of experience in customer service & order management roles, or in a related area.
• Computer / Microsoft Office / ERP Skills
• Proven Customer support experiences
• Familiar with CRM systems and practices

Desirable:

• Experience with Business Process Analysis
• Experience with reverse logistics and consignment business (such as Medical Device, Healthcare)

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