Customer Care Analyst ProCare in San Jose, CA at Stryker Corporation

Date Posted: 2/15/2020

Job Snapshot

Job Description

Job Description: Owns and manages the daily maintenance and long-term improvements of Customer Care’s essential business systems and processes related to order entry, field assets, and product recovery. Analyzes data trends and provides solutions for improving the user experience, increase product recovery, and maintain repair inventory levels.

Job Responsibilities:

  • Acts as a system expert within Customer Care for systems and processes related to ERP, Salesforce.com, and Field Asset recovery.
  • Understands the needs and pain points for the Customer Care team and the customer experience. Proposes and implements solutions to those recommendations.
  • Markets programs to new users, sales force, and Customer Care. Manages the success of these programs and reports trends monthly. 
  • Troubleshoots issues with Customer Care systems to determine a solution and implement changes needed.
  • Creates IT tickets, prioritizes, tests, updates procedures, and trains users on new functionality/bug fixes.
  • Trains new and existing users on system functionality and new releases.
  • Reports monthly on system metrics; makes note of any issues that require larger attention for making improvements or act to correct inconsistent experiences.
  • Troubleshoot and coordinate back-order issues with sales representatives as required.
  • Analyze inventory levels. Prepare and maintain records and reports of inventories, returns, and/or shipments.
  • Compile, review, and maintain data from Oracle and other inventory systems.
  • Analyze opportunities for returns of expired & unused product and coordinate re-distribution efforts.
  • Analyze financial impact of key inventory risks; proactively escalate issues impacting the business.
  • Ability to articulate thoughts professionally, representing both Operations and the Company, and present to large groups, including senior leadership.
  • Investigate inventory transactions throughout the organization to ensure inventory accuracy.
  • Sedentary work:  exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc.
  • Entrepreneurial focus, drive to take calculated risks and create new processes.
  • Commitment to excellence and high standards.
  • Excellent written and verbal communication skills.
  • Ability to work with all levels of management.
  • Demonstrated ability to maintain data integrity
  • Demonstrated ability to make independent decisions and sound recommendations for inventory assortment based upon compiled inventory usage data
  • A high degree of emphasis on accountability for quality/GMP compliance, customer service, levels, inventory management and cost reduction.
  • skills/Experience required

  • Ability to manage the priority of technical issues and projects.
  • Ability to train others on complex technical programs and software.
  • Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and ERP.
  • Strong problem-solving abilities and analytical skills.
  • Able to analyze and resolve complex ERP related issues using independent judgment.
  • Effective interpersonal skills & ability to deal effectively with diverse individuals at all organizational levels.
  • Proven ability to handle multiple projects and meet deadlines.
  • Proven ability to manage expectations with customers.

Minimum Qualifications:

  • 2+ years of customer service experience preferred
  • Bachelor’s Degree required
  • Up to 10% travel required

Work From Home: Not available

Travel Percentage: 10%

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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