CUSTOMER SERVICE AGENT

Job Overview:

The Customer Service Agent is required to represent the company in a positive and professional manner in all dealings with external and internal customers. The employee will actively promote the products and services of the company at every opportunity while providing the level of service that exceeds our customer expectations. This individual must serve as a contributing member of the Customer Service team while championing Southern Medical Technologies and Stryker’s Mission and values.

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Responsibilities
Individual Responsibilities:

• Proactively collaborates with Sales Reps and Operations Team to promote a culture of inclusiveness and cooperation

• Responsible to live and exemplify Southern Medical Technologies and Stryker’s Values: Integrity, Accountability, People and Performance​

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Functional Responsibilities

• Respond in a professional and enthusiastic manner to all customer inquiries via phone and email regarding product information, pricing, availability, delivery dates, shipping, product returns, credits, and general administrative issues

• Utilize resourcefulness and critical thinking skills to research and resolve order and invoice discrepancies

• Employ excellent time management and organizational skills to follow up with customers on all outstanding issues within expected timelines

• Record customer experience feedback, as well as analyze root cause in order to identify trends and improve service provided to customers

• Provide the first point of customer contact for inquiries such as pricing, product information,

• shipments, distributor search information and orders

• Ensure delivery of excellent customer service through timely and accurate processing of orders,

• communication and coordination with other departments to resolve inquiries

• Build and maintain customer loyalty by providing prompt friendly service

• Support the sales team in a variety of administrative tasks as required

• Accurately process customer orders received by telephone, email and EDI; Provide acknowledgement and confirmation of receipt to the customer

• Partner closely with Purchasing and Logistics to ensure drop shipment orders are handled efficiently and accurately from order initiation to order delivery/closure

• Communicate proactively to Sales Representatives and customers regarding upcoming capital deliveries

• Accurately monitor and manage limited amounts of capital stock inventory with regular communication to all internal/external stakeholders

• Actively manage open sales orders to ensure timely shipments and invoices/accurate sales/proactive communication to customers

• Participate in the development and implementation of continuous improvements within the department

• Actively participate in team and company meetings

• Other duties/projects/general administration as assigned by Manager

• Abide by and support the policies set forth in the Stryker Code of Conduct

• Understand that compliance with the Code of Conduct, as it may be amended by Stryker Corporation from time to time, is a condition of continued employment with Stryker

• Conduct work in compliance with all laws, rules, and regulations and in accordance with Stryker’s high ethical standards

• Report any violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline Policy

 

Job Requirements

Knowledge & Skill Requirements

• Ability to quickly build and maintain strong customer relationships over phone and email

• Excellent communication skills (verbal and written)

• Strong administrative and organizational skills

• Ability to handle multiple tasks while ensuring a high level of focus on detail and accuracy

• A solid working knowledge of computer systems (Outlook, Excel, Word) and customer database systems is essential

• Encounters a variety of people and personalities when interacting with customers and sales representatives and must maintain a positive, professional image at all times

• Strong problem solving skills and resourcefulness

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Education & Qualifications

• Post-Secondary Education Required

• Minimum two years working experience in a call center/customer service environment

• Bilingualism (French and English) an asset

• Experience in the medical field is an asset

• Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered