Customer Services Representative based in Romania in București at Stryker Corporation

Date Posted: 2/17/2020

Job Snapshot

Job Description

  • The Job’s Mission

    Maintains direct contact with customers before and/or after the sale. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Focus of work may be in pre-sale or post-sales or both. Post-sale: Responds to customer inquiries (RMA, status, delivery, etc.). Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities

    Key Activities & Accountabilities

  • Provides first class customer service towards customers
  • Receives and checks customer orders for prices and configurations
  • Prepares customer orders at item code level according to tender/offer documentation
  • Processes invoices in Expert system
  • Prepares Credit Notes documentation and submits Credit Notes forms for approvals
  • Processes Credit Notes in Expert system
  • Respects and follows the EEMEA Delegation of Authority procedure
  • Ensures orders and requests are processed in the agreed time frame
  • Communicates prices to customers and sales reps if requested
  • Prepares Open Order reports for customers and sales reps
  • Follows customer order until completion
  • Interact with Supply Chain for inventory availability
  • Interact with responsible functions to ensure right allocation decisions are taken
  • Reporting towards customers, Sales, Finance and RAQA
  • Organize timely responses to the customers regarding product availability, pricing requests, lead time
  • Follow PO‘s creation in Oracle and communicates with DC Venlo if needed
  • Follows the Line status of each item ordered and liaise with needed departments in order to release the holds if needed
  • Receives and report customer complaints
  • Organizes shipments for items returned by the customers to the warehouse
  • Organizes shipments for  items sent for repair and investigation to Stryker Bucharest technical service department
  • Update the ‘REPAIRS &PI's’ file with information regarding the items sent for repair and investigation to Stryker Bucharest technical service department or directly to the manufacturers
  • Support Finance with info related to shipments projection
  • Assist during Divisional, BSI and internal audits by collecting requested documents and forwarding them to the Int’l CS Manager within the requested deadline
  • Support RAQA Team with quality issues related to product recalls, product holds, PER’s and any other quality related matter
  • Management of returns of demo orders and related shipments in coordination with Sales and Marketing Team
  • Offers help and support to the other CS employees whenever needed
  • Archive correctly and completely all supportive documentation for each customer order
  • Provides in time the monthly information for Scorecard and Highlights reports
  • Provides daily sales update to the management team
  • Supervises the control on customer payment terms and credit limit with Finance Team to ensure shipments are being performed according to the requested conditions.
  • Respects customer’s Service Level Agreements
  • Communicates with customers and sales reps for consignment returns
  • Identifies opportunities for service & process improvement
  • Participates in initiatives / projects to improve service, productivity, processes and/or cost reductions
  • Ensures compliance with all aspects of our Quality Management System, from alert notification through total customer’s satisfaction
  • Offers support the Customers and Sales force through continued system and or policy improvements.
  • Education

  • High School
  • Experience

  • PC Literate
  • Basic English Knowledge

Work From Home: Occasional

Travel Percentage: 0%

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