AddressWhy 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. Stryker is also consistently listed as a 'Best Place to Work' and offers great benefits and perks - like tuition reimbursement and a wellbeing program! (*Benefits vary by country)
Role Overview:
To provide outstanding service to all internal and external customers and act as point of contact for all customer queries. The role is responsible for recording and processing customer orders and providing support and supervision for the Customer Service Team
Key Responsibilities:
Team Leadership:
- Manage and distribute Customer Service Inbox emails and monitor appropriate staff levels to cover workload
- Update and distribute Monthly and Daily communication to the Customer Service team
Feedback/Communication:
- Analyse and provide feedback to Customers and IT on the EDI Order reports, ensuring that EDI orders are resolved in a timely manner
- Generate reports and provide feedback to the Customer Service Manager, Customer Service Team Leader and Contact Centre Manager on non-billed kit returns, open orders and inbox management
- Handle day-to-day escalations
- Assist customers with enquiries
- Manage customer correspondence and administration requests in a timely and efficient manner, and provide feedback to sales team and product managers as appropriate
- Provide first point of contact service to external and internal Customers, and accurately record correspondence in CRM
- Liaise with territory managers, sales team, clinical nurse consultants, other customer service representatives and warehouse staff to ensure customer service expectations are met
Bookings & Billings
- Accurately process all order types
- Process Patient on the Table (POT) requests in accordance with Stryker procedures and in a timely manner to ensure customer expectations are met
- Provide Proof of Delivery (POD) details as requested by customers including investigating missing and partial shipments
- Manage customer invoicing requirements including follow up on PO's, price adjustments and investigating and processing Credits
- Produce customer invoices (including loan kit orders) in an accurate and timely manner and to Stryker quality procedures
- Process and maintain all loan and consignment kit bookings and ensure accurate recording of location. Where appropriate, liaise with warehouse and relevant sales representatives
Quality
- Ensure individual actions & team processes maintain an exemplary record of compliance and commitment to relevant quality standards through the use of the local quality management system. Participation in continuous process improvement aligned with the quality standards.
- Provide Local Branch Customer Service leadership, including feedback on local branch progress
- Update and/or develop Work Instructions (WI) as necessary and according to process changes and feedback
- Regularly conduct internal Audits and provide feedback on Continuous Improvements for Customer Service
General
- Operate and contribute in an environment that encourages innovation and participate in activities relating to LEAN and 6S
- Local responsibilities may include but not be limited to: working on local non-billed and open order reports, stationary orders, participating in local operations meetings
About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, 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.
