Customer Care Representative, Robotics Customer Care in Davie, FL at Stryker Corporation

Date Posted: 12/2/2019

Job Snapshot

Job Description

The Customer Care Representative is expected to work cross functionally supporting but not limited to the following groups: Capital Sales organization, Field Service, Mako Product Specialist, and health care professionals.  As a member of the Robotics Customer Care Organization there are four main functional areas that the Customer Care Representative will execute against: Sales Support, Complaint Replacement Processing, Service Support and delivering Customer Experience. This will be done by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). Focus of work includes both post and pre-sales. Pre-sale: Responds to customer inquiries to determine appropriate product literature and inventory; influences production and shipping schedules; and recognizes new business opportunities. Customer Care Representatives are responsible for pre-sale logistics of capital inventory, upgrade applications coordination, and application evaluations. Post-sale: Responds to customer inquiries (RMA, status, delivery, etc.) through a centralized intake management and hotline system.

Responsibilities:

Sales Support:

  • Capital Order Entry
  • Upgrade Coordination
  • Presale Logistics
  • Application Evaluations

Complaint Processing:

  • RMA Sales Order Creation
  • Replacement part fulfillment
  • Vendor Repair Coordination
  • International Complaint Replacement

Service Support:

  • Field Service Order Fulfillment
  • MPS Order Fulfillment
  • PFA Support
  • ECN Support
  • Service Quotes

Customer Experience:

  • Centralized Intake
  • Case Management
  • Hotline Support
  •  Inquiries

Additional responsibilities

  • Provide phone support for inquiries from sales and healthcare professionals.
  • Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
  • Process all work in accordance with relevant working practices and standard operating procedures.
  • Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
  • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
  • Provide support beyond standard hours as needed if call volume and/or workload require additional time.
  • Build relationships with internal and external customers to drive exceptional customer care
  • Support Sales Department by providing answers to questions generated by telephone, and emails. Researches responses with sales.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Prepare product or service reports by collecting and analyzing customer information.
  • Maintain customer pricing in systems of record, including entering contracts as required.
  • Implement and support Quality initiatives throughout Customer Care workflow
  • Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

Qualifications

  • Clear and concise communication skills
  • Passion for best-in-class Customer Care and ability to make customers promoters of our products and services
  • Drive to dig into the details of customer issues to solve problems proactively
  • Computer skills and know-how to navigate between different systems
  • Enthusiasm to learn about Stryker Joint Replacement game-changing products and technology
  • 2+ years of customer service experience
  • Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
  • Demonstrated problem solving and communication skills
  • Demonstrated organizational, customer service and follow up skills
  • Demonstrated phone skills; ability to maintain composure in stressful situations
  • Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
  • Demonstrated accuracy in data entry and report generation
  • Must have the ability to work flexible hours, as needed to support the business needs.
  • Must be able and willing to work successfully in a team environment.
  • Prefer demonstrated knowledge of the medical implant industry and hospital customer base
  • High School Diploma or equivalent required

Work From Home: Not available

Travel Percentage: 0%

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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