Customer Service Rep I (Remote)

We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits.

Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.

This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 2 or more years experience

What you will do:

• Responsible for all PO (Bill Only, Ship and Bills, GHX and other future EDI platforms) entry accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect or subpar.
• Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process.
• Follow up with hospital to collect purchase orders and clarify discrepancies.
• Check and validate accuracy of incoming surgery product usage cases.
• Support Sales Reps in case of product usage discrepancies.
• Support Sales Reps in case of product usage pricing.
• Utilize appropriate platforms to replenish surgery product usage cases.
• Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation.
• Validate the ship to and replenishment locations of orders with sales and operations partners.
• Build relationships with Sales Reps and support requested product/case info.
• Aid Reps with data entry into RepSuite/WebOps system as needed.
• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.
• Determine when Rep support requires escalation based on complexity of request and priority level of need.
• Be the customer-facing voice and develop creative solutions to customer issues. Provide phone support for inquiries from sales and healthcare professionals.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Provide proactive updates on order status to accelerate billing process.
  
  

What you need:

• Customer Service Experience
  
  

* $19.58–$32.04 per hour plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.*

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.