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Customer Service Representative

2 months ago

Austin, Texas, United States Stryker Full time
{"title": "Customer Service Representative", "description": "Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Stryker Corporation. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, resolving issues, and driving customer satisfaction.

Key Responsibilities
  • Act as the customer service role model and expert for the branch, maintaining customer accounts and reconciling invoices for accounts receivable.
  • Assist with processing transactions in order entry and resolving customer service-related issues.
  • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
  • Assist branch management by addressing issues when necessary.
  • Provide phone support for inquiries from sales and healthcare professionals.
  • Train and support new team members and other team members with problem resolutions and proper operations protocol.
  • Engage, interact, and respond in a prompt, accurate, courteous, and poised manner to encourage positive business relationships.
  • Process all work in accordance with relevant working practices and standard operating procedures.
  • Provide feedback and suggestions to improve service levels, internal processes, and customer support methodology.
  • Support Sales Department by providing answers to questions generated by telephone, emails, and fax, researching responses with sales.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Determine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing.
  • Understand and implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
  • Review aging billings and send out weekly to Sales Management.
  • Assist with the collection of data for monthly quality self-audits.
  • Review and distribute customer dispute reports.
  • Resource and process expert for US Field Operations.
Requirements
  • High School diploma or equivalent - required.
  • 2+ years of customer/account management/professional experience - required.
  • Ability to work flexible hours, as needed to support business needs.
", "lang_code": "en-US"}