Associate Customer Service Representative: Portage, MI - 31396BR - EN in Portage, MI at Stryker Corporation

Date Posted: 6/13/2018

Job Snapshot

Job Description

Works as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responsibilities include, but are not limited to responding to customer inquiries for information and pricing, data entry, and requests for technical support. To carry out responsibilities, this role must effectively interact with multiple departments, such as service parts, field service, materials, production, logistics, sales, finance and management.
  1. Answers all incoming customer calls and serves as a back-up for placing service part orders.
  2. Answers calls from sales and service reps and may place orders for capital products as well.
  3. Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations.
  4. Assists customers by determining order status and working to resolve product related problems and questions.
  5. Informs customers of standard procedures when placing an order and follows up (verbally or in writing) to ensure customer satisfaction.
  6. Generates and distributes advance notice of return merchandise.
  7. Will follow a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically or by fax with 48-hours of receipt for capital orders and 24-hours for service orders.
  8. Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations.
  9. Assists sales account managers/ customers by determining order status and working to resolve product-related problems and questions.
  10. Contacts customers to verify order and shipping information as a means of ensuring accuracy and customer satisfaction.
  11. Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
  12. Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality.
  13. Contributes to leading in product innovation by listening and working with others and contributing new ideas.
  14. Committed to quality by striving for reliability and quality in our products, continuously searching for ways to enhance performance and meeting all training and documentation criteria.
  15. Is always responsible and accountable, being passionate towards the success of the business and treating all with dignity and respect.
  16. Participates in the creation and continuous improvement of standardized work.
  17. Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions.
  18. Participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
  19. Builds relationships and fosters teamwork with fellow team members, leadership and individuals within other departments.

Job Requirements

  • Requires high school diploma or equivalent.
  • Must exhibit excellent verbal and written communication skills.
  • Must be PC literate, preferably with ERP experience.

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