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Senior Customer Service Clerk (m/f) in Biberist in Biberist at Stryker Corporation

Date Posted: 5/12/2019

Job Snapshot

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Job Description

Your key responsibilities:

  • Provide Best in Class Customer Service managing large amounts of incoming orders via all potential channels (EDI, phone, mail, fax etc.)    

  • Identify and assess customers’ needs to achieve satisfaction

  • Manage various Sales Order Types including consignment stock orders, custom made product orders, standard orders, pending orders (related to consignment orders), consume and replenish order flows

  • Work with local Kitroom and local warehouse for kitplanning activities and daily shipments

  • 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

  • Work directly with Sales Reps / Product Managers and customers in relation to RMAs, investigation of traceability and regulatory factors.

  • Work with Supply chain for Back Orders or special requirements\order management of products centralized in Venlo

  • Close cooperation with other departments to ensure high service level of daily duties and requests (Sales, Finance, RAQA, CDC, Asset, Warehouse, Kit Room, Product Management, Supply Chain etc.)

  • Assist with month-end, quarter-end and year-end activities

  • Assist the Sales Reps in any cycle count processes (consignment or/and demo inventory, where applicable) to identify slow moving, overstock / redundant inventory

  • Pro-actively seek methods of improving the services provided by the department and to champion new ideas including support of testing innovative solutions / improvements

  • Auditing management: support internal and external audits with documentation and ad hoc analysis on specific key processes

  • Volunteer to take leading activities in engagement planning and performing regular updates with team members

What we are looking for:

  • Proven Customer support experience. At least several years of experience in the field or related area

  • Commercial education as industry or office merchant or any equivalent desirable

  • Familiar with CRM systems and practices

  • Advanced level or fluency in local language German, French and English

  • Italian a plus

  • Strong internal drive and motivation to make a difference and add value to an organization

  • Ability to take over responsibility

  • High flexibility to react spontaneous on unexpected situations

  • Well organized and able to keep the overview in stressfull situations

  • Ability to work well independently within team and service oriented environments

  • Customer oriented and ability to adapt/respond to different types of characters

  • Excellent communication skills

Your contact:

If you have any questions please reach out to Julia Bucher via +49 7461 181 224 or

Work From Home: No

Travel Percentage: Up to 25%


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