Customer Service Agent

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%

Read Full Description