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Customer Service Agent

Customer Service Agent

Stryker Canada ULCHamilton, Canada
30+ days ago
Job type
  • Full-time
Job description

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%

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

    • Travel Percentage : 0%