Customer Service Agent

1 month ago

Hamilton, Canada Stryker Full time

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.
**Shift**: 9:30 am to 6:00 pm

**Work Flexibility**: Hybrid (2 days in the office)

**Location**: Waterdown Office

**Travel Percentage**: 0%

**What we want -**
- **Customer-oriented achievers.** Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
- ** Self-directed initiators.** People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
- ** Teammates.** Partners who listen to ideas, share thoughts, and work together to move the business forward.

**What you will do -**
- Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
- Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance.
- Respond in a professional and enthusiastic manner to all customer inquiries via phone and CRM support case workflow, 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 routine and complex order and invoice discrepancies
- Record customer experience feedback, as well as analyze root cause to identify trends and improve service provided to customers/ maintain accurate CRM and ERP records by accurately recording customer information
- Proactively manage open sales orders to ensure timely shipments/accurate sales/proactive communication to customers
- Collaborate with peers throughout the organization (Finance, Sales Support, Distribution, Marketing, Purchasing, Inventory Control) to provide seamless customer support in all situations
- Monitor performance in relation to Customer Service KPI’s; make any required adjustments to meet assigned goals
- Collaborate with Technical Service to handle incoming TS calls and accurately document customer requirements; escalate urgent calls as required
- Provide back-up coverage for reception as required, ensuring all switchboard and reception tasks are handled efficiently and effectively
- Handle Administrative/Sales Reporting tasks as requested by internal and external customers
- Actively participate in the development and implementation of continuous improvements and new business acquisitions/integrations within the department/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

**What you need -**
- Post-Secondary Education - preferred
- Two years working experience in a call center/customer service environment - required
- Bilingualism (French and English) an asset
- Experience in the medical device field is an asset
- Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered
- Excellent communication skills (verbal and written)
- Strong time management, prioritization, and organizational skills
- Ability to handle multiple tasks while ensuring a high level of focus on detail and accuracy
- Proficiency using computer systems such as Excel, ERP’s, CRM’s
- Ability to employ resourcefulness and critical thinking to solve problems
- Ability to consistently maintain a positive professional image while interacting with varied personalities in time-sensitive situations

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 150 million patients annually.

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