Customer Support Representative - job 2 of 24

10:30 am to 7:00 pm EST Shift – Monday through Friday

This role is hybrid (3 days in the office, 2 days work from home)

What you will do –

Work as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responsibilities include but are not limited to responding to customer inquiries for information and pricing, data entry, and requests for technical support. To carry out responsibilities, this role must effectively interact with multiple departments, such as service parts, field service, materials, production, logistics, sales, finance, and management.
• Answer all incoming customer calls from customers/sales reps and service techs and serve as a back-up for placing service part orders
• Assist customers by determining order status and working to resolve product related problems and questions
• Inform customers of standard procedures when placing an order and follow up (verbally or in writing) to ensure customer satisfaction
• Follow a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically or by fax with 48-hours of receipt for capital orders and 24-hours for service orders
• Initiate and track documentation to authorize and direct work according to customers’ contractual obligations
• Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services, and quality
• Responsible and accountable, being passionate toward the success of the business and treating all with dignity and respect
• Build relationships and foster teamwork with fellow team members, leadership, and individuals within other departments

What you need –

Required –
• 2+ years of work experience
• High school diploma or equivalent
• Basic reading and math skills, and ability to adhere to safety related issues to include, but not limited to good housekeeping, ergonomics practices, documentation, and team concepts
• Ability to effectively demonstrate knowledge of modern office procedures by utilizing, but not limited to, the personal computer, fax machine, and copy machine

Preferred
• PC literate required, ERP (JDE/SAP/Sales Force/Genesis) experience
• Customer Service experience – strongly preferred