Customer Support Specialist in San Jose, CA at Stryker Corporation

Date Posted: 10/5/2019

Job Snapshot

Job Description

General Description:

Delivers positive, simple, and complete customer experiences through accurate order entry, resolving customer requests, and providing proactive communication customers and sales representatives. This role also owns projects and does reporting to manage inventory, shipments, and customer order accuracy.

Essential Functions:

  • Receives customer and/or sales representative communication and acts as a customer contact regarding pricing, scheduling, shipping, and returns.
  • Process domestic customer orders, large capital orders, credit returns, complaints, and manages the shipment and allocation of booked orders.
  • Run and analyze customer order reports and order history to manage shipment allocations, ensure that customer orders are closed, and prepare orders for shipment.
  • Suggest improvements to order entry to shipment process and works cross functionally to implement improvements.
  • Provide product information, including technical, operational and repair part information.
  • Provide information to and research problems for the sales force and customers, coordinating with other departments as needed.
  • Work closely with regulatory, planners, marketing, credits, sales reps, repairs, tech support, shipping, and distributer relations.
  • Train new and/or temporary employees.
  • Special departmental projects of moderate to complex scope.
  • Works a phone queue to answer customer and sales representative calls.
  • Work closely with regulatory, managing recall notifications projects.
  • Work closely with AP and our suppliers to reconcile any invoicing issues to ensure prompt payment.

QUALIFICATIONS:

  •  High school diploma required, B.A., B.S. or A.S. desired.
  • 5 years of customer service or related experience required
  • Experience running and analyzing reports
  • Must be able to communicate telephonically.
  • Must be able to operate common office equipment (e.g. calculator, PC, fax machine, telephone, etc.).
  • Must be able to read and explain detailed product information and/or ordering procedures.
  • Must be able to analyze and resolve routine to complex customer service-related issues of a diverse scope using independent judgment.
  • Ability to prioritize work and keep detailed and accurate records.
  • Excellent written and verbal interpersonal communication skills.
  • Excellent analytical skills.
  • Demonstrated organizational skills.
  • Excellent PC skills.
  • Proficient in Microsoft applications
  • Problem solver

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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