Account Services Representative (Hybrid)

Work Flexibility: Hybrid

Work Flexibility: Hybrid

On Site Location: 53 Bancker St, Englewood, NJ

Shift: Monday – Friday, 8:00 AM – 4:30 PM, mandatory OT as needed

Come join Stryker, one of the world’s leading medical technology companies who, together with our customers, is driven to make healthcare better. We offer innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine!

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:

The Account Service Representative provides customer services relating to sales, sales promotions, installations and communications and ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. The ASR develops organization-wide initiatives to proactively inform and educate customers and develops improvement plans in response to customer surveys. Additional responsibilities may require you to:

• Be responsible for all Purchase Orders (Bill Only, Ship and Bills, GHX and other future EDI platforms) to include entry accuracy as the front line for data entry; provide proactive updates on order status to accelerate billing process. 

• Build relationships with hospital billing specialists and Sales Representatives and support surgery product usage questions to accelerate billing process; support requested product/case information; aid representatives with data entry into RepSuite/WebOps system as needed.  

• Check and validate accuracy of incoming surgery product usage cases; support Sales Representatives in case of product usage discrepancies and product usage pricing.  

• Utilize appropriate platforms to replenish surgery product usage cases; validate the ship to and replenishment locations of orders with sales and operations partners.   

• Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation. 

• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax; research responses with sales. 

• Provide phone support for inquiries from sales and healthcare professionals; determine when Representative support requires escalation based on complexity of request and priority level of need. Follow up with hospital to collect purchase orders and clarify discrepancies. 

• Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. 

What You Need:

Required:

• High school diploma or equivalent
• 2+ years of relevant experience

Preferred:

• Associate or bachelor’s degree

Travel Percentage: 0%

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.