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

Stryker • Kalamazoo, MI

3d • $25 - $34 • Hybrid

About The Position

This role provides phone and email support for inquiries from sales teams and healthcare professionals. Responsibilities include performing Service Order Entry, Data Cleansing, and Invoicing for services using SAP and Salesforce. The representative will engage with customers promptly, accurately, courteously, and professionally to foster positive business relationships and deliver high-quality customer service. After-hours support may be required depending on call volume or workload demands. The position involves presenting daily management tier 1 metrics to the IOCE team and providing feedback and suggestions for improving service levels, internal processes, and customer support methodology. Critical thinking and problem-solving skills within defined procedures are essential to create the best outcome for customers. The role requires taking on additional workload and responsibilities while maintaining quality and efficiency, flexing to phone/email teams as needed, and providing new ideas for continuous improvement. This position displays leadership by taking on project/support roles, showing up with a positive attitude, and contributing to a culture of engagement while demonstrating Stryker values.

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.
• Use critical thinking and ability to solve problems within defined procedures to create the best outcome for our customer.
• Takes on additional workload and responsibilities while maintaining quality and efficiency.
• Flexes to phone/email teams as needed.
• Provides new ideas for continuous improvement and displays leadership by taking on project/support roles.
• Shows up to work with a positive attitude and contributes to 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