Stryker - Portage, MI
posted 9 days ago
About the position
In this role, you will work as a liaison between customers and various internal departments to ensure customer satisfaction. Your responsibilities will include responding to customer inquiries regarding information and pricing, performing data entry, and handling requests for technical support. You will need to effectively interact with multiple departments such as service parts, field service, materials, production, logistics, sales, finance, and management. Your tasks will involve answering all incoming customer calls from customers, sales representatives, and service technicians, and serving as a backup for placing service part orders. You will assist customers by determining order status and resolving product-related problems and questions. Additionally, you will inform customers of standard procedures when placing an order and follow up to ensure their satisfaction. You will follow a standardized order entry process to ensure 100% accuracy for all orders submitted electronically or by fax, adhering to specific timelines for capital and service orders. You will also initiate and track documentation to authorize and direct work according to customers' contractual obligations. Customer satisfaction is paramount, and you will perform your duties with honesty and integrity, aiming to provide a highly responsive level of customer service. Building relationships and fostering teamwork with fellow team members and individuals in other departments will be essential to your success in this role.
Responsibilities
- Answer all incoming customer calls from customers/sales reps and service techs and serve as a back-up for placing service part orders
- Assist customers by determining order status and resolving product-related problems and questions
- Inform customers of standard procedures when placing an order and follow up to ensure customer satisfaction
- Follow a standardized order entry process to ensure 100% accuracy for all orders submitted electronically or by fax
- Initiate and track documentation to authorize and direct work according to customers' contractual obligations
- Perform with honesty and integrity to ensure a high level of customer service
- Build relationships and foster teamwork with fellow team members and other departments
Requirements
- 2+ years of work experience
- High school diploma or equivalent
- Basic reading and math skills
- Ability to adhere to safety-related issues including good housekeeping and ergonomics practices
- Ability to demonstrate knowledge of modern office procedures using personal computers, fax machines, and copy machines
Nice-to-haves
- PC literate
- Experience with ERP systems (JDE/SAP/Sales Force/Genesis)
