Customer Service Representative (10:30 am to 7:00 pm EST Shift)

10:30 am to 7:00 pm EST shift - Monday - Friday

Overtime required as needed 

What You Will Do:

The Customer Service Representative delivers exceptional service with honesty, integrity, and responsiveness while serving as a resource to team members and business partners. This entry-level role supports customers and sales representatives through effective communication, accurate data entry, and daily operational support. Employees develop foundational knowledge of customer service processes and systems while performing standard and non-standard tasks under close supervision and guidance from experienced staff, keeping leadership informed of work status and issues.

• Provide phone and email support for inquiries from sales, internal partners, and customers in alignment with department goals of efficiency, quality, and customer satisfaction

• Answer incoming requests through a multichannel system which includes but is not limited to order entry, order status verification, tracking and processing return orders

• Consistently maintain all record-keeping as appropriate and in accordance with Stryker specifications, and follow standardized process to ensure high quality for all orders

• Understand, interpret, and explain detailed information of processes and procedures

• Demonstrate flexibility in responding to new and rapidly changing situations and environment

• Demonstrate an understanding of how decisions impact internal partners, customers, and sales representatives

• Provide support beyond standard hours (including month/quarter/year ends, weekends, and holidays), as needed

• Process shipping complaints and enter issues into the complaint system

• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment

What You Need:

Required -

• HS diploma or equivalent

• 2+ years relevant experience

• Ability to work flexible hours as needed to support the business needs 

Preferred -

• Bachelors Degree

• System experience preferred (SAP, SFDC, Genesys, PowerBI)

• Excellent analytical & problem-solving skills

• Excellent interpersonal skills

• Excellent Communication skills

• Demonstrated effective organizational skills