Provide phone and email support for inquiries from sales and healthcare professionals
Answer incoming requests through a multichannel system which includes but is not limited to order entry, order status verification and processing return orders
Consistently maintain all record-keeping as appropriate and in accordance with Stryker specifications, and follow standardized process to ensure 100% quality for all orders
Understand, interpret, and explain detailed information of processes and procedures
Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required
Demonstrate flexibility in responding to new and rapidly changing situations and environment
Demonstrate an understanding of how decisions impact customers, markets and sales representatives
Provide support beyond standard hours as needed if call volume and/or workload require additional time

At least 2 years of direct customer service or account management experience
High School diploma or GED equivalent
Experience with Salesforce and/or Systems Applications & Products (SAP)
Ability to work flexible hours as needed to support the business needs
Associates or Bachelors Degree preferred
3 or more years of customer service and order entry or experience in a call center
Experience with Enterprise Resource Planning (ERP), Electronic Data Interchange (EDI) or Global Healthcare Exchange (GHX) are a plus
Experience with PowerBI, Genesys, and/or Avaya are a plus

Customer Service Representative

Key skills