Customer Service Agent

Job title:

Company

Stryker

Job description

Work Flexibility: HybridShift: 9:30 am to 6:00 pmWork Flexibility: Hybrid (2 days in the office)Location: Waterdown OfficeTravel Percentage: 0%What we want –

Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
Teammates. Partners who listen to ideas, share thoughts, and work together to move the business forward.

What you will do –

Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation
Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance.
Respond in a professional and enthusiastic manner to all 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, 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 (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/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

What you need –

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