Customer Service Representative

4 weeks ago

Hamilton, Ontario, Canada Stryker Canada ULC Full time

About the Role:

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team at Stryker Canada ULC. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers via phone and CRM support case workflow.

Key Responsibilities:

  • Proactively collaborate with internal teams/departments to promote a culture of inclusiveness and cooperation
  • Respond in a professional and enthusiastic manner to all customer inquiries 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
  • Accurately process a variety of customer orders received by telephone, email, and EDI; Provide acknowledgement and confirmation of receipt to the customer
  • 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

Requirements:

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

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