Job description
$19.58 – $32.04 per hour plus bonus eligible + benefits
Work Flexibility: Remote
Shift: Monday – Friday, 8:00 AM – 5:00 PM (CST)
Who We Want –
- Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
- Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.
- Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
- Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvements across the business.
What You Will Do –
The Customer Service Representative I will provide customer services relating to sales, sales promotions, installations and communications. In this role, you will ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Additionally, you will be responsible for developing organization-wide initiatives to proactively inform and educate customers as well as develop improvement plans in response to customer surveys. Additional responsibilities may require you to:
- Check and validate accuracy of incoming surgery product usage cases.
- Support Stryker Sales Representatives in case of product usage discrepancies.
- Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process.
- Follow up with hospital about purchase orders and clarify discrepancies.
- Build relationships with Stryker Sales Representatives and support requested product/case information.
- Determine when Representative support requires escalation based on complexity of request and priority level of need.
- Follow order entry process and back-up team members.
- Provide proactive updates on order status to accelerate billing process.
- Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required.
- Provide phone support for inquiries from sales and healthcare professionals.
- Provide feedback and suggestions to improve service levels, internal processes and customer support methodology.
- Support Stryker Sales by providing answers to questions generated by telephone, e-mails, and fax. Research responses with sales.
- Prepare product or service reports by collecting and analyzing customer information.
- Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
- Order Entry (sales/customer support) 50%
- Purchae Order Application 25%
- Credit/Rebills 5-10%
What You Need –
- High school diploma or equivalent – required
- 2+ year of customer or account management experience – required
- Demonstrated knowledge of the medical implant industry and hospital customer base – preferred
$19.58 – $32.04 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.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. Stryker 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 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.