Customer Service Representative

    Stryker Corporation
    Monterey Park, CA 91754
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    Job Description

    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
    • Provide phone support for inquiries from sales and healthcare professionals.
    • Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships
    • Process all work in accordance with relevant working practices and standard operating procedures.
    • Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
    • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
    • Provide support beyond standard hours as needed if call volume and/or workload require additional time.
    • Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
    • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
    • Determine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing.
    • Prepare product or service reports by collecting and analyzing customer information.
    • Coordinate sequence and release of back orders according to stock availability.
    • Maintain customer pricing in ERP system, including entering contracts as required.
    • Implement and support Quality initiatives throughout branch.
    • Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
    • Implement procedures to manage inventory shelf life and expiry records.
    • Support and participate in the branch cycle counting process.
    What you need
    • High School diploma or equivalent required (Associates Degree preferred)
    • 2+ years customer or account management experience
    Additionally, what you need
    • Valid drivers license and good driving record
    • Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Demonstrated computer skills (e.g. ERP systems, Outlook, Access, Excel and Word.)
    • Demonstrated problem solving and communication skills
    • Demonstrated organizational, customer service and follow up skills
    • Demonstrated phone skills; ability to maintain composure in stressful situations
    • Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
    • Demonstrated accuracy in data entry and report generation
    • Prefer demonstrated knowledge of the medical implant industry and hospital customer base
    • Must have the ability to work flexible hours, as needed to support the business needs.
    • Must be able and willing to work successfully in a team environment.
    Posting ID: 593234829Posted: 2021-01-06Job Title: Customer Service Representative