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Customer Service Representative

Stryker

This is a Contract position in Anaheim, CA posted March 22, 2021.

Who we want

Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

What you will do

  • Provide phone support for inquiries from sales and healthcare professionals.
  • Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order 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.
  • Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Determine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing.
  • Prepare product or service reports by collecting and analyzing customer information.
  • Coordinate sequence and release of back orders according to stock availability.
  • Maintain customer pricing in ERP system, including entering contracts as required.
  • Implement and support Quality initiatives throughout branch.
  • Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
  • Implement procedures to manage inventory shelf life and expiry records.
  • Support and participate in the branch cycle counting process.
  • What you need

  • High School diploma or equivalent required (Associates Degree preferred)
  • 2+ years customer or account management experience
  • Additionally, what you need

  • Valid drivers license and good driving record
  • 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, Outlook, Access, 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
  • Prefer demonstrated knowledge of the medical implant industry and hospital customer base
  • 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.
  • ...