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)
A Lead Customer Service Representative is responsible for effectively executing the OTC (Order To Cash) and Order Management processes for customers in his or her assigned country or region.
The main objectives are to provide Best in Class Customer Service and ensure the highest level of customer satisfaction and experience to both internal and external customers are achieved.
This includes identifying and supporting continuous improvement efforts and engagement in process improvements to enhance the service to our customers.
The lead representative is a very experienced customer service representative. Well-versed in the day-to-day activities and the procedures around customer service.
Also has a good view of the way the team integrates with other teams in the ecosystem.
The lead is expected to coach / mentor other customer service reps and possibly assist management with task assignment across the service representative team.
What you will do
Processing orders, credits, loan kit queries, repair order requests
Arranging returns and collections and handling proof of delivery and pricing requests
Handling incoming e-mails and calls
Proactively communicating with internal & external customers
Investigating and resolving invoice disputes
Logging and follow up of issue resolution and related communication back to the customer
Take responsibility for executing tasks and supporting colleagues across a number of complex areas / processes and queries
Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
Working collaboratively with other functions and divisions on cross-functional or customer specific topics
Assist in supporting and training more junior colleagues
Act as a mentor for more junior customer service representatives
Order To Cash (OTC) :
Management of Sales Orders from customers placed with Stryker via all potential channels (including EDI, phone, mail, fax, etc.).
Interface activities related to EDI based transactions (e.g. Order, Invoice, ASN) like ongoing maintenance and problem resolution
Management of various Sales Order Types including consignment stock orders, custom made product orders, standard orders, pending orders, deferred purchase order (where applicable) and consume and replenish order flows.
Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc. while paying attention to the customer request date and manage the order entry process accurately.
Clarification and follow-up of any variances during or after the completion of the OTC process with special attention on the credit notes or rebills generated by order entry errors.
Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer.
Performing consignment inventory investigations to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved in a timely manner.
Generation of Standard Sales Quotes (where applicable).
Customer Service / Customer Experience :
Provide Best in Class Customer Service by managing large amounts of incoming orders and calls or contacts (e.g. emails).
Identify and assess customers’ needs to achieve customer satisfaction and loyalty
Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment;
following up to ensure resolution to the customer’s satisfaction per company procedures and standards.
Guarantee daily usage of the CRM to log calls, tasks, activities and cases and all the other capabilities offered by the system.
Monitor open tasks and cases; manage the case (customer service complaints) closure and follow up with the other departments to provide feedback on the root causes of the customer complaints, if needed.
Provide accurate, valid and complete information by using the right methods / tools.
Interface Activities :
Close cooperation with other departments to ensure high service level of daily duties and requests (e.g. Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).
Assist the Sales Reps in any cycle count processes (consignment or / and demo inventory, where applicable) to identify inventory discrepancies or providing supporting documentation to enable order reconciliation and invoicing.
Strong cooperation with Tender departments for customer prices (price discrepancies, missing prices in ERP, etc.).
Strong cooperation with Finance on all processes related to incidents, rejected invoices, invoice discrepancies, as well as on monthly / quarterly revenue recognition process, where applicable.
Deal directly with Sales Reps and Product Managers and customers in relation to returns / RMAs, investigation of traceability and regulatory factors.
Deal with Supply chain for Back Orders or special requirements and order management of products centralized in the Central Distribution Center.
Interactions with carriers and transportation team : arrangements of special transportation services (demo, emergencies, returns, management of service failures.
Your background : Education
Vocational schooling or community level degree or certificate
Commercial education as industry or office merchant or any equivalent desirable.
Advanced or fluent communication capabilities in English are essential (verbal and writing).
5 years of experience in the field or in a related area required
Expertise in order management and contact centre skills
Excellent understanding of Customer Service process flows
Excellent understanding of good documentation practices and documentation retention
Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
Good ERP system knowledge
Experience with Business Process Analysis (desirable)
Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets) (desirable)
Who you are :
Role generally follows pre-defined procedures; however, knowledge and exploration of different options is required to find satisfactory solutions to complex queries
Proven ability to solve problems and queries
Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders
Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor
Highly customer focused
Strong collaborator which sets high performance standards
Strong internal drive and motivation to make a difference
Positive, optimistic mindset and can-do attitude
Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality
Acts with integrity
Ability to make autonomous decisions on operational and tactical levels
Willingness to develop lean approach
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
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