Physio-Control - Sr Customer Support Coordinator - 29586BR - EN in Redmond, WA at Stryker Corporation

Date Posted: 5/5/2018

Job Snapshot

Job Description

GENERAL SUMMARY:
The Sr Customer Support Coordinator acts as a liaison for internal/external customers. Internal Customers include Physio cross-functional teams such as Finance, Production, Sales, Tech Support and Logistics. Responsible for inbound and outbound customer contact and independently resolve complaints, concerns and incidents within a required timeframe. They will provide excellent customer service and resolution with a focus on first call resolution whenever possible. This individual will have the ability train and develop new team members as well as take on department projects finding innovative solutions to drive success within the department.

MAJOR DUTIES/RESPONSIBILITIES:

  • Respond to all incoming internal/external customer inquiries related to information regarding Physio-Control’s products and services via phone, email, fax, etc
  • Highly proficient in processing Physio-Control capital equipment, accessories, literature, legacy product and Service orders
  • Review and ensure contractual obligations between customer and Physio-Control are met through quotes, contracts, purchase orders and phone orders
  • Has a strong understanding of cross functional areas such as Finance, Legal, Purchasing, Pricing and Contracts, Customer Master, Logistics, Production, Aftermarket and Sales Support
  • Working under multiple deadlines, in a fast paced, collaborative team environment
  • Understand and accurately implement Marketing promotions and contract pricing as they pertain to Physio-Control
  • Work with manager evaluating and monitoring reporting to ensure team objectives are met
  • Coordinate new hire training, primary contact for new hires during training period
  • Assist in maintaining policies and procedures, respond to incoming inquiries
  • Identifies and implements streamlined processes and structures that accelerate change initiatives; plays a leadership role in change efforts
  • Perform other duties as assigned

Job Requirements

BASIC QUALIFICATIONS:
  • Associate’s Degree in Business or equivalent experience
  • Requires 5 years’ experience in order processing, data entry, customer service or contract administration

PREFERRED/DESIRED QUALIFICATIONS:
  • Ability to use an ERP system and advanced skills in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.) or equivalent
  • Excellent organization, time management and customer services skills
  • Excellent interpersonal, verbal, and written communications skills utilized in a team environment
  • Familiarity with general office equipment and operating software
  • Demonstrated math skills and basic knowledge of accounting principles
  • Understands complex needs quickly with limited information and correctly determines the appropriate steps to find a resolution
  • Working knowledge of contract terms and conditions
  • Ability to multi-task and prioritize workload
  • Excellent problem solving skills, organization, time management and customer service skills
  • Knowledge of CRM and/or Database management

WORKING CONDITIONS:

  • Fast-paced office environment, requiring significant (75%+) time using computer and telephone
  • Overtime may be required

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