Customer Service Representative (Hybrid) in Hanover, Maryland

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf)

Work Flexibility: Hybrid

Shift: Monday – Friday, 8:00 AM – 5:00 PM, overtime required

Location (one of three) :

Richmond Office

5500 Cox Road, Suite K

Glen Allen, VA 23060

or

Tidewater Office

781 Industrial Park Dr. Suite D

Newport News, VA 23608

or

Ches Bay

901 Mercantile Dr, Suite C

Hanover, MD 21076

Come join Stryker, one of the world’s leading medical technology companies who, together with our customers, is driven to make healthcare better. We offer 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 150 million patients annually.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine!

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.

Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.

Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.

Teammates. Partners who listen to ideas, share thoughts and work together to move the business forward.

What You Will Do:

The Customer Service Representative 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:

• Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships.

• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax; research responses with sales.

• Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Determine charges for product requests/usage, collaborate with Accounts Receivable on invoice disputes/discrepancies; take appropriate action required to resolve dispute.

• Prepare product or service reports by collecting and analyzing customer information.

• Maintain customer pricing in systems of record, including entering contracts as required.

• Implement and support Quality initiatives throughout Customer Service workflow.

• Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

What You Need:

Required:

• High school diploma or equivalent

• 2+ year of related experience

Preferred:

• 2+ years of customer or account management experience

• Knowledge of the medical implant industry and hospital customer base

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.

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.