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)
Job Mission / Purpose:
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.
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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.
Job Dimensions (Customer Service Representative)
- 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.
- You will be responsible to ensure “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.
- Works under immediate supervision reporting to a Team Lead, Supervisor or Manager Customer Service
Key Activities & Responsibilities
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.
- Generation of Standard Sales Quotes (where applicable).
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).
- Assist the Sales Reps in any cycle count processes (consignment or/and demo inventory, where applicable) to identify slow moving, overstock or redundant inventory.
- 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.
Education
- Vocational schooling or community level degree or certificate
- Commercial education as industry or office merchant or any equivalent desirable.
- Advanced or fluent communication capabilities in English are essential (verbal and writing).
Experience
Essential:
- 2-3 years of experience in the field or in a related area required
- Computer / Microsoft Office / ERP Skills
Desirable:
- Experience with Business Process Analysis
- Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
Competencies & Behaviors
- Extra-ordinary focus on Customer Service
- Strong phone contact handling skills and active listening
- Customer oriented and ability to adapt/respond to different types of characters
- Excellent communication skills
- Strong internal drive and motivation to make a difference and add value to an organization
- Ability to work under pressure
- Positive, optimistic mindset
- Can-do attitude
- Personal responsibility
- Decisiveness
About Stryker
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
More information is available at stryker.com
