Senior ProCare Customer Excellence Representative - Hybrid - Starting at $24.54

Stryker • Kalamazoo, MI

1d • Hybrid

About The Position

This hybrid role focuses on providing exceptional customer service to sales teams and healthcare professionals. The Senior ProCare Customer Excellence Representative will handle inquiries via phone and email, manage service order entry, data cleansing, and invoicing using SAP and Salesforce. The position requires fostering positive business relationships through prompt, accurate, and professional customer interactions. Responsibilities may include after-hours support, presenting daily metrics, and contributing to service level improvements. The role demands critical thinking, problem-solving within defined procedures, and the ability to manage additional workload while maintaining quality. Flexibility to assist other teams and a positive attitude contributing to an engaged culture are essential.

Requirements

• 3+ years of relevant experience
• Experience/exposure to Microsoft Excel preferred.
• Demonstrated experience in handling customer escalations and de-escalation techniques.
• High School diploma or equivalent

Nice To Haves

• Proficient level of expertise in SAP, Salesforce, and case creation.
• Associates degree

Responsibilities

• Provide phone and email support for inquiries from sales teams and healthcare professionals.
• Perform Service Order Entry, Data Cleansing, and Invoicing for services using SAP and Salesforce.
• Engage with customers in a prompt, accurate, courteous, and professional manner to foster positive business relationships and deliver high-quality customer service.
• Offer after-hours support as needed, depending on call volume or workload demands.
• Present daily management tier 1 metrics to IOCE team.
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology.
• Utilize critical thinking and problem-solving skills within defined procedures to create the best outcome for customers.
• Take on additional workload and responsibilities while maintaining quality and efficiency.
• Flex to phone/email teams as needed.
• Provide new ideas for continuous improvement and display leadership by taking on project/support roles.
• Show up to work with a positive attitude and contribute to a culture of engagement while demonstrating Stryker values.

Benefits

• Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
• Stryker is an EO employer – M/F/Veteran/Disability.
• Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

What This Job Offers

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