Work Flexibility: Hybrid
Schedule:
What you will do:
As a Specialist, Customer Service, you will handle customer complaints, resolution of discrepancies such as pricing/contract questions, and proactively ensure systems are aligned for timely and efficient order replenishment processing.
- Check/validate accuracy of incoming surgery product usage cases and support Sales Reps in case of product usage discrepancies
- Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process/follow up with hospital about purchase orders and clarify discrepancies
- Aid Reps with data entry into RepSuite system as needed
- Determine when Rep support requires escalation based on complexity of request and priority level of need
- Be the customer-facing voice and develop creative solutions to customer issues and provide proactive updates on order status to accelerate billing process
- Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
- Determine when hospital request requires escalation, based on complexity of request or high priority need and solve customer complaints and document them in the CRM system
- Provide phone support for inquiries from sales and healthcare professionals, inclusive of escalated cases.
- Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
- Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
- Prepare product or service reports by collecting and analyzing customer information.
- Maintain customer pricing in systems of record, including entering contracts as required.
- Implement/support Quality initiatives throughout branch and procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
What you need:
Required
- High School Diploma or GED
- Five (5) years’ relevant work experience
Preferred
- Experience as account representative; Microsoft Suite, ERP, SAP
Travel Percentage: 10%Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.