Account Representative in Mahwah, NJ at Stryker Corporation

Date Posted: 9/11/2018

Job Snapshot

Job Description

  • 12+ months prior work experience
  • Prefer experience in customer service, account management or healthcare field. 
  • Demonstrated ability to handle telephone, e-mail, verbal and written communication from internal and external customers.
  • Demonstrated ability to organize work, focus on the customer and to follow up in a timely and appropriate manner.
  • Ability and willingness to work flexible/extended hours as need to support the business.
  • Demonstrated ability to work effectively both independently and in a team environment.
  • Demonstrated PC skills, including proficiency in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).  Prefer proficiency with the Oracle system.
  • Applied understanding and demonstrated ability to reconcile customer accounts.

Support internal and external customers by responding to operational inquiries, processing new product launch orders, and triaging surgical inquiries, ERP inquiries and Hotline calls.  On the International team, expedite product and prepare shipment documentation and scheduling.

  • Import and process all orders from multiple media sources including product launch orders.
  • Triage new product launch inquiries.
  • Respond to and record all customer inquiries in CRM software.
  • Understand and utilize ACD phone technology to answer customer inquiries in a timely manner.
  • Troubleshoot issues related to Oracle and escalate as appropriate/required.
  • Research problems, suggest viable options and analyze the impact of decisions before executing resolutions.
  • Communicate with customers on a regular basis via multiple media sources; ensure communication is clear and professional.
  • Triage issues from various departments to Regional Account Rep/Account Lead.
  • Follow-up on orders (i.e., consignments and instruments) as necessary.
  • Utilize various freight carrier tools to ensure order traceability.
  • Communicate on the volume and trend of inquiries handled.
  • Partner with Regional Account Rep/Account Lead to identify trends and enhance methods of customer support.
  • Continue to develop and maintain required skills; includes attendance at training classes.

In addition to duties above, Account Representatives for the International team will:

  • Schedule order shipment based on customer request date.
  • Communicate all open items within 24 hours, including ship dates for product not shipping on customer request date.
  • Process all credits and debits in order to reconcile customer accounts.
  • Triage RMAs (Returned Material Authorization) with manufacturing and Account Lead.
  • Communicate and resolve all regulatory holds within 24 hours.
  • Fax shipping details to customer within 24 hours including all shipment documentation and tracking information.
  • Triage tender bids with regulatory, manufacturing and distribution; communicate with the customer on a regular basis to ensure shipment is completed within bid requirements.
  • Proactively manage orders; including ship completes, to ensure shipment within customer expectations.
  • Prepare all shipping documentation including packing lists, weights, dimensions and manifests.  Schedule freight forwarders or preferred customer method of shipment.


Insert detailed job description here.

Work From Home: No

Travel Percentage: None

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.

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