Associate Customer Experience Representative (8am-4:30pm) - H in Portage, MI at Stryker Corporation

Date Posted: 11/2/2018

Job Snapshot

Job Description

Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.

This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job is expected to follow detailed and defined rules / instructions and to make simple judgement in straightforward situations. Typically requires selecting between solutions already established. This job typically requires no experience.

Under minimal supervision the Associate Customer Experience Representative is expected to perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service.   

  • Answers incoming requests through a multichannel system which include but are not limited to order entry, order status and trouble shooting of products. .
  • Follow standardized process to ensure 100% quality for all orders.
  • Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
  • Understands, interprets and explains detailed information of printed material and processes.
  • Prioritizes and identifies activities and tasks, adjusting priorities when appropriate.
  • Abides by company, departmental policies and regulatory procedures.
  • Maintain continual positive attitude, builds relationships and fosters teamwork.
  • Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
  • Flexibility in responding to new and rapidly changing situations and environment.
  • Demonstrates an understanding of how decisions impact customers and markets.
  • Participates in the creation and continuous improvement of standardized work.
  • Continuously searching for ways to enhance performance and meeting all training and documentation criteria.
  • Other job responsibilities as assigned
  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc. Generally involves sitting most of the time.
  • Must be able to communicate telephonically.
  • Must be able to review, understand, and interpret printed material.
  • Must be able to operate common office equipment (e.g. calculator, PC, fax machine, telephone, etc.)
  • Must have good visual acuity.
  • Must be able to read and explain detailed product information and/or ordering procedures.
  • Must possess an ability to prioritize work and keep detailed and accurate records.
  • Must be able to differentiate between & utilize different guidelines for different customer service scenarios.
  • Excellent verbal and written interpersonal communication skills.
  • Excellent independent judgment skills.
  • Effective analytical skills.
  • Demonstrated organizational skills.
  • Basic PC skills.
  • Must be able to work as part of a team. 
  • Must be detail-oriented and accurate in all work.  1-year customer service related experience.
  • High school diploma or equivalent required.
  • Previous customer service experience desired.

Work From Home: No

Travel Percentage: Up to 25%

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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