Customer Excellence Representative

Work Flexibility: Hybrid

Schedule: Monday - Frida 9:30am - 6pm

Overtime based on business needs

What you will do - 

The Customer Excellence Representative interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

Additional responsibilities may include, but are not limited to :

• 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, and support and participate in the branch cycle counting process

What you need - 

• 2+ years of experience – required 
• High school diploma – required 
• Bachelor’s degree – preferred 
• Ability to work flexible hours, as needed to support the business needs - required  

Travel Percentage: 10%

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.