Why customer service at Stryker?

　　Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

　　We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

　　What we want -

　　Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

　　What you will do -

　　The Customer Support Lead is responsible for direct communication with Stryker Medical's customers and the Customer Support team. In addition, they serve as the internal voice of the customer by assisting in resolving escalated customer related complaints. They champion problem resolution and develop process change to drive and impact a long lasting customer relationship through world class customer service, problem solving and troubleshooting.

　　Serves as an informal leader, coach and mentor to Customer Support team membersHas a thorough understanding of Stryker's systems, methodology, processes and product portfolioResponsible for training and educating new employees along with helping implement new process and procedures that will enhance customers satisfactionResponsible for supporting Stryker Medical's customer support teamAccountable for more than $120 million in order entry for accessories and disposablesIdentify, root cause and troubleshoot any issues the Customer Care leadership team has regarding product, shipping, part delays, or anything that could impact customer satisfactionAccountable for being the internal voice of the customer through their interaction with the Customer Support team customers.Identify ways to enhance the customer experience by partnering with the GQO, IBP, CDGO, MDM & AR teamsResponsible for ensuring accuracy of accessory and disposable orders to ensure monthly and quarterly divisional goalsBridge gap between the GQO, IBP, CDGO, MDM & AR teams to put procedures and processes in place which will enhance overall customer satisfactionWork with the service team to resolve outstanding service related issuesWork directly with sales, service and customers to create custom solutions on an as needed basis that meet or exceed the customers' expectations.Lead or participate on internal project teams geared towards improving the customer experience.Manage customer service related IT tickets that directly impact the customer experience.In the moment resolution of any escalated, product related customer issues. Generate and/or lead projects to address systematic sources of customer complaints in regards to level or quality of service.

　　What you need -

　　5+ years of relevant experience - requiredHigh school diploma - requiredSAP experience - requiredSalesforce.com and Genesys experience - preferred

　　About Stryker

　　Our benefits:

　　12 paid holidays annually Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

　　For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

　　About Stryker

　　Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers 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 130 million patients annually. More information is available at stryker.com.

　　Know someone at Stryker?

　　Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page

　　Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.