Senior Customer Service Representative - Hybrid

Stryker • Irvine, CA

1d • Hybrid

About The Position

The Customer Service Representative is the primary point of contact for customers before and after sales, supporting the sales team by fostering strong client relationships that affect service and product revenue. The role handles customer inquiries and coordinates with internal departments to resolve issues involving product information, pricing, shipping, warranty claims, and repairs. It also involves identifying new and add-on business opportunities.

The representative serves internal and external customers, processes product orders, works with Warehouse and Logistics to support timely distribution, and maintains accurate customer and order records in Salesforce. The role is accountable for KPIs related to purchase order processing, call handling, and email response times, and supports improvements in communication, workflows, and process guidelines. The position requires compliance with medical device regulatory requirements.

This is a hybrid role with a Monday–Friday schedule from 8:30 a.m. to 5:00 p.m. Overtime is based on business needs. Travel is 0%.

Requirements

• High school diploma or GED.
• Three years of relevant work experience.

Nice To Haves

• Experience as an account representative.
• Order-entry experience.
• SAP experience.
• Medical device experience.

Responsibilities

• Serve as a liaison for internal and external customers by answering calls and processing email requests professionally and accurately.
• Place and process product orders, partnering with the Warehouse and Logistics team to ensure timely distribution.
• Build and maintain strong relationships with customers and the field sales team by providing accurate and complete product information.
• Enter data in Salesforce and keep order and customer records up to date.
• Meet required KPIs, including purchase order processing, call handling, and email response times.
• Follow up on customer inquiries and support improvements in communication, workflow, and process guidelines.
• Collaborate with the customer service team and escalate issues to supervisors or managers as needed.
• Comply with all medical device regulatory requirements.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED