Customer Logistics Representative (International) in Leesburg, VA at Stryker Corporation

Date Posted: 10/3/2019

Job Snapshot

Job Description

In November 2018 Stryker acquired K2M, a global leader of complex spine and minimally invasive solutions headquartered in Leesburg, VA.  Today Leesburg is home to Stryker’s spine division which offers a comprehensive portfolio for orthopedic and neurosurgeons specializing in the surgical treatment of a broad range of spinal pathologies.

The International Customer Logistics Representative works in a fast paced environment that partners closely with other internal departments to provide optimum professional customer support to both internal and external international customers in order to maintain and enhance business. The primary responsibility of this position is to support the international sales team in interfacing with international customers; by accurately executing customer order transactions in an effective and efficient, analytical manner. This also includes an emphasis on maintaining a high level of relationship management, quality communication, and interaction with International Distributors, Direct Markets, Sales Management, and internal departments. Must be detail oriented with a strong work ethic focused on providing a positive customer experience.

Schedule: Monday through Friday, 8:00am to 5:00pm

Essential Job Duties and Responsibilities:

  • Process and track international customer orders.  Release back orders for shipment.  Prepare and generate all international shipping and receiving documentation for both import and export of product. 
  • Assist coordination of customer orders with internal departments including Supply Group, Production, Regulatory Affairs, Pricing, Marketing, Engineering, Quality, and Finance.
  • Provides customer acknowledgements with promised shipping dates; initiate stock transfers as necessary to meet customer expectations.   Provide customers with up-to-date status information. 
  • Perform duties in compliance with applicable regulations as well as standards including, but not limited to, ISO 13485.
  • Complete all International Billing activities including Invoicing and data validation of sales orders. Ensure timely and efficient processing within daily and monthly deadlines.
  • Support sales efforts by effectively interacting cross departmentally to resolve customer queries or to re-direct queries to the appropriate department that cannot be resolved within the department.
  • Initiate product returns by ensuring transactions are completed according to Strykers policies and procedures. 
  • Follow up on the status of delinquent loaner sets and RMAs (Return Merchandise Authorizations), research MLPs (Missing Loaner Parts).
  • Issue PER's (Product Experience Reports) as necessary.
  • File customer records including Delivered Orders, Purchase Orders, Pick Lists, Product Returns and Price Lists.
  • Troubleshoot issues related to Purchase Orders, delivery issues, inventory, RMA's and PER's.
  • Research and resolve billing issues and shipping discrepancies/delivery of shipments, order processing errors. Gather documentation and complete forms as required for resolution.
  • Follow all policies and procedures appropriate to the day-to-day operations and ensure compliance of export rules and regulations.
  • Attend product training to obtain basic product knowledge. 
  • Interface with the International Customer to determine needed marketing support from Stryker.  Work with Marketing Department to fulfill the Customers’ requests for collateral materials and international trade show or conference support.
  • Perform all other related duties as required by International Department
  • Provide assistance and back up support to sales management, Distributors and sales representatives to provide one point of contact for smooth order process flow for international customers.
  • Other duties may be assigned.

Education/Experience: Bachelor’s degree from a four-year college or university and 2 years related experience and/or training; or at least six years’ experience in customer service. Exposure to products inventory and inventory processes. Medical device industry experience preferred.

Language Ability: Ability to read, write and understand detailed work instructions and procedures. Read product bulletins, technique guides and company and industry literature. Ability to effectively and persuasively present information and respond to questions from managers, internal/external customers and the general public. Ability to address customer concerns in a calm, efficient and proactive manner. While not required, foreign language is a distinct advantage.

Computer Skills: Proficient in Microsoft Office Suite Applications (Outlook, Word, Excel, Access); previous experience with an ERP system preferred (JD Edwards preferred); previous experience with a CRM system preferred.

Reasoning Ability: Ability to define problems, collect data, establish facts and draw valid conclusions. Initiate plans for issue resolution and ability to identify customer concern trends.

Math Ability: Ability to calculate figures and apply concepts of basic math skills.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed here are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Knowledge, Skills, and Abilities required:

  • Excellent listening and communication skills are required along with a positive morale/teamwork building skills and the ability to handle a variety of activities simultaneously.
  • Attention to detail is paramount to ensure accurate processing of product requests and shipping information.
  • Superior time management skills and the ability to manage multiple functions and adhere to daily deadlines.
  • Ability to demonstrate professional, friendly phone skills while maintaining composure in stressful situations.

Work From Home: No

Travel Percentage: None

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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