Why customer service at Stryker?
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers?
As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.
Stryker is also consistently listed as a Best Place to Work’ and offers great benefits and perks like tuition reimbursement and a wellbeing program! (*Benefits vary by country)
To contribute to the profitable growth of our business within Stryker by continuously enhancing the productivity and effectiveness of our organization with respect to internal procedures and to provide first class customer service towards customers
Key responsibilities / outputs and its respective activities
To provide service and support to Stryker customers in the region of responsibility (as defined) and specifically to co-ordinate the supply / delivery of the products;
deal with price discrepancies and invoicing; provide internal business support to Sales team
Overseeing and coordinating the customer service activities to meet goals, quality and Customer’s needs & objectives while setting and / or prioritizing tactical issues, and evaluations based on Customer demands / trends / needs;
First point of contact for Stryker indirect business distributors.
Support and execute the logistics in accordance with customer requirements, Business rules, CS objectives, RA / QA and Trade Compliance.
Interact with Supply Chain and Warehouse for inventory availability
Support tactical issues with forwarders, distribution coordinators and customers.
Reporting towards customers, Sales, Finance and RAQA
Identify opportunities for service & process improvement
Participate in initiatives / projects to improve service, productivity, processes and / or cost reductions; to be aware of and to support continuously the development and implementation of the company quality system
To be continuously up to date with product knowledge, upgrades, accessories and spare parts and to have an agreed knowledge level of some technical problems
To follow all company compliance policies with special attention to code of conduct while dealing with indirect channels
Order Management (processing orders and organizing shipments)
To organize a timely response to written orders, including processing orders in ERP system, order confirmation, product availability, invoicing and following necessary country or customer specific procedures
To perform necessary actions and follow ups in line with SOP’s in place for correcting order errors, prices, replacement items and flag releases
To liaise closely with nominated distributors and to respond to their needs.
To co-ordinate shipments in the region of responsibility,
To follow up changes in specifications and structure of orders
To strictly apply company policies related to discount, free of charge products and margin in liaison with sales functions
Follow PO s creation in ERP system and liaise with needed departments to ensure goods supply
Keep control on customer payment terms with Finance to ensure shipments are being performed according to the requested conditions
To liaise with various departments (Finance, Venlo warehouse, Trade Compliance, Distributor) to ensure compliance with Letter of Credit requirements and if necessary to coordinate with distributors the amendment and get necessary approvals in place
To coordinate with external forwarders the collection of documents required in Letter of Credit especially for Drop Shipments
To support Finance team and coordinate with distributors for collecting necessary LC related payments
To support RAQA team in preparation of DOC file for import purposes for registered countries
Archive documents and approvals in One Note according to the procedure
Prepare and deliver periodic open orders or sales reports to the customers or to the sales department
After Sales and Business Support Services
To work closely with the sales and marketing teams and keep them updated on any issues identified by customer and to give feedback and assistance to distributors if requested
To assist with after-sales care, process invoices in Oracle system for technical service repairs or arrange replacements in close liaison with the service department
To keep control on customer payment terms with concerned Area Managers and Finance.
To support Sales team in daily activities ( price checking, availability of items, price history, reports)
To monitor and create customer complaints in Oracle
To follow SOP in place for monitoring and documenting approvals for the returned items and issuing correct credit notes
Upload, update or create price lists in ORACLE in close collaboration Sales and Finace
Create and deliver reports as required by various departments ( e.g. Hold report for finance, open orders reports)
Support Finance with info related to shipments projection
Assist during Divisional, BSI and internal audits by collecting requested documents and forwarding them to the Int’l CS Manager within the requested deadline
Support RAQA Team with quality issues and traceability related to product recalls, product holds, PER’s and any other quality related matter
To be occasionally available to attend booth conferences, assist in workshops and meet customers
Tender Support Responsibilities :
To provide support to the relevant sales team toward Tender preparations (items availability, lead time, country of origin, cost) and submission of documents before due date
To liaise with various departments (RAQA, Finance, Purchasing, Technical Service, Trade Compliance etc) in gathering information and documents for tender preparations
To keep updated files for each direct tenders submission including bid bond, performance bond, commission letters, service agreements & letter of intents.
To ensure alignment of orders with tender contracts upon award and ensure compliance with signed agreements
To keep updated files for distributor letters of authorization and distribution agreements
To liaise with Finance for tender terms to ensure compliant financial recognition
High customer focus;
Effective communicator and goal orientated.
Ability to interact in a professional manner within an international environment, taking into consideration cultural differences.
Pro-active approach in determining market needs and translating these needs into CSD requirements.
Knowledge of international trade and export documentation
Ability to take full ownership.
Effective analytical and problem-solving skills.
Effective organizational skills.
Demonstrated record of strong relationship building.
Experience in Oracle, SAP and CS processes
Excellent knowledge of English
3-5 years of customer service experience or equivalent experience
Excellent interpersonal and relationship building skills
Attention to detail and accurate inputting skills
Excellent organizational skills
The ability to gather relevant information on sensitive issues.
Tact and diplomacy.
Basic PC skills
Microsoft Office skills
Problem solving skills
Proactive and results orientated
Must be able to routinely make decisions that affect the service levels to our Customers both internal and external.
Embodies values, ethics and trust
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https : / / careers.
stryker.com / referrals /
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com