Customer Service Representative

2 weeks ago

Hamilton, Ontario, Canada Stryker Canada ULC Full time
Job Title: Customer Service Representative

Work Flexibility: Hybrid

Shift: 9:30 am to 6:00 pm

Work Flexibility: Hybrid (2 days in the office)

Location: Waterdown Office

Travel Percentage: 0%

We're Looking for:

  • Customer-oriented achievers who bring value to their partnerships.
  • Self-directed initiators who take ownership of their work and drive productivity.
  • Teammates who listen to ideas and work together to move the business forward.

Key Responsibilities:

  • Proactively collaborate with internal teams/departments to promote a culture of inclusiveness and cooperation.
  • Live and exemplify Stryker's Values: Integrity, Accountability, People, and Performance.
  • Respond to 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 and analyze root cause to identify trends and improve service provided to customers/maintain accurate CRM and ERP records by accurately recording customer information.
  • Process customer orders (direct sale, short and long-term consignment) 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/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.

Travel Percentage: 0%

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