Customer Care Representative in Virtual, Michigan at Stryker Corporation

Date Posted: 7/23/2020

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 works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 2 or more years experience.

Under minimal supervision ensures that customers receive the best possible care by handling order entry and order-related inquiries. Duties would include:

• Receives telephone calls and acts as a key contact regarding a variety of order-related requests, including but not limited to: pricing, scheduling, information updates, and shipping.

• Processes customer orders via EDI, FIMS (Field Inventory Management System), phone, email, or fax and determines status of existing orders, including shipment tracking.

• Provides detailed product information to customers as requested through order entry or order-related inquiries. • Held accountable for upholding order-related policies and guidelines.

• Directs and assists customers to appropriate Stryker divisions and departments.

• May provide information to and/or research problems for the sales force and/or customers, coordinating with other departments as needed.

• Process customer and Sales Representative returns.

• Process complaints and enter into complaint system.

• Will follow a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically, by fax or by phone within same day of receipt.

• Participates in the creation and continuous improvement of standardized work.

• Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer care.

Work From Home: Remote

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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