Account Service Representative - 1st Shift (Hybrid)

Stryker•Manchester, NH

1d•Hybrid

About The Position

As the Account Service Representative (ASR), you will provide customer services relating to sales, sales promotions, installations and communications, and ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. This role involves confirming and entering usage of surgical implants to replenish inventory, coordinating with the Stryker Sales team and customers to obtain purchase orders, and supporting the Sales Department by providing answers to questions generated by telephone, e-mails and fax. You will also research responses with sales, keep records of customer interactions and transactions, and record details of inquiries, complaints, and comments, as well as actions taken. Additionally, you will determine charges for product requests/usage, collaborate with Accounts Receivable on invoice disputes/discrepancies, and take appropriate action required to resolve disputes. The ASR will prepare product or service reports by collecting and analyzing customer information, maintain customer pricing in systems of record, including entering contracts as required, and implement and support Quality initiatives throughout the Customer Service workflow.

Requirements

High School Diploma or equivalent
2+ years’ relevant work experience, in customer service, account management or similar
Ability to work flexible hours, as needed to support the business needs, including weekends and evenings as needed
Must be commutable to Manchester, NH location

Nice To Haves

Experience working in medical facility or surgical center
Proficiency with Microsoft Office Suite (including Excel, Outlook, and Teams)
Experience utilizing ERP, CRM systems; SAP

Responsibilities

Provide customer services relating to sales, sales promotions, installations and communications.
Ensure good customer relations are maintained.
Resolve customer claims and complaints fairly, effectively and in accordance with consumer laws.
Confirm and enter usage of surgical implants to replenish inventory.
Coordinate with Stryker Sales team and customers to obtain purchase orders.
Support Sales Department by providing answers to questions generated by telephone, e-mails and fax.
Research responses with sales and keep records of customer interactions and transactions.
Record details of inquiries, complaints, and comments, as well as actions taken.
Determine charges for product requests/usage.
Collaborate with Accounts Receivable on invoice disputes/discrepancies, take appropriate action required to resolve dispute.
Prepare product or service reports by collecting and analyzing customer information.
Maintain customer pricing in systems of record, including entering contracts as required.
Implement and support Quality initiatives throughout Customer Service workflow.