Customer Care Representative

2 weeks ago

Sydney, Australia Stryker Corporation Full time

**Why customer service at Stryker?**:
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work' and offers great benefits and perks - like tuition reimbursement and a wellbeing program (*Benefits vary by country)

**Role Overview**:
To provide outstanding service to all internal and external customers and act as point of contact for all customer queries. The role is responsible for recording and processing customer orders.

**Key Responsibilities**:
**Customer Enquiries & Communication**
- Assist customers enquiries
- Manage customer correspondence and administration requests in a timely and efficient manner, and provide feedback to sales team and product managers as appropriate
- Provide first point of contact service to external and internal Customers, and accurately record correspondence in CRM
- Liaise with territory managers, sales team, clinical nurse consultants, other customer service representatives and warehouse staff to ensure customer service expectations are met

**Bookings & Billings**
- Process Patient on the Table (POT) requests in accordance with Stryker procedures and in a timely manner to ensure customer expectations are met
- Provide Proof of Delivery (POD) details as requested by customers including investigating missing and partial shipments
- Manage customer invoicing requirements including follow up on PO’s, price adjustments and investigating and processing Credits
- Produce customer invoices (including loan kit orders) in an accurate and timely manner and to Stryker quality procedures
- Process and maintain all loan and consignment kit bookings and ensure accurate recording of location. Where appropriate, liaise with warehouse and relevant sales representatives

**Quality**
- Ensure individual actions & team processes maintain an exemplary record of compliance and commitment to relevant quality standards through the use of the local quality management system. Participation in continuous process improvement aligned with the quality standards.
- Regularly conduct internal Audits and provide feedback on Continuous Improvements for Customer Service

**General**
- Operate and contribute in an environment that encourages innovation and participate in activities relating to LEAN and 6S

Local responsibilities may include but not be limited to: working on local non-billed and open order reports, stationary orders, participating in local operations meetings

**About Stryker

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