Customer Support Representative (Demo)

at  Stryker Corporation

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)
Basic purpose of role/Why the job exists:
The Customer Support Representative (Demo) role for Medical will be responsible for supporting our Sales and Marketing teams by providing demonstration products to site in a timely manner in accordance with customer needs. They will work closely with our Sales and ProCare (Technical Service) team to ensure that the processes are continually improving to ensure outstanding customer experience and ultimately increase in product sales. This role will also provide support to the wider Medical Customer Support team.

Key areas of accountability:

• Shipping and receiving of demonstration products
• Ensures inventory integrity is maintained by following Stryker processes and conducting cycle counts in accordance to schedule.
• Ensure product is returned to Stryker by working with Sales and customers, thereby ensuring availability of product for new customers.
• Develop an understanding of products, and customer use to enable the best service.
• Delivering an outstanding customer experience, measured via NPS
• Develop strong relationships and alignment across the Stryker business in Australia and New Zealand, including Sales, Marketing, Service, Commercial, Operations and Finance
• Develop strong relationships across Stryker (globally) to ensure the needs of our market are considered by our manufacturers
• Ensure the team and processes work towards continuous improvement in accordance with Medical ProCare strategy.
• Meet and exceed targets and KPIs set and measured
• Active sharing of knowledge and expertise to achieve the best outcomes
• Participation in training to ensure a high level of technical competency and ability to create a great customer experience
• Active participation in weekly team meetings and monthly presentations back to the business.
• Reporting on Demo metrics as required throughout the business.
• 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.
• Performs other assigned duties as required.

Critical Requirements

• Excellent oral and written skills, organizational and time-management abilities, effective inter-personal skills, and the ability to work with personnel at all organizational levels.
• Ability to work in a high technology environment with a high degree of accuracy and attention to detail (particularly JDE, ServiceMax and Microsoft Office Suite)
• Flexibility and adaptability to the demands and requirements of a fast-paced environment with multiple demands and priorities.
• Highly developed customer service skills, including conflict resolution.
• Advanced communication skills to work with a diverse range of internal and external customers and colleagues, manage expectations and escalations with stakeholders.
• Ability to learn new products and systems.
• Attention to details and ability to work to deadlines and plans.
• Ability to work within a team to ensure customer expectations are met and exceeded.
• Ability to think outside of the box, challenge historically defined processes and put forward ideas for change and improvement.

• Shipping and receiving of demonstration products
• Ensures inventory integrity is maintained by following Stryker processes and conducting cycle counts in accordance to schedule.
• Ensure product is returned to Stryker by working with Sales and customers, thereby ensuring availability of product for new customers.
• Develop an understanding of products, and customer use to enable the best service.
• Delivering an outstanding customer experience, measured via NPS
• Develop strong relationships and alignment across the Stryker business in Australia and New Zealand, including Sales, Marketing, Service, Commercial, Operations and Finance
• Develop strong relationships across Stryker (globally) to ensure the needs of our market are considered by our manufacturers
• Ensure the team and processes work towards continuous improvement in accordance with Medical ProCare strategy.
• Meet and exceed targets and KPIs set and measured
• Active sharing of knowledge and expertise to achieve the best outcomes
• Participation in training to ensure a high level of technical competency and ability to create a great customer experience
• Active participation in weekly team meetings and monthly presentations back to the business.
• Reporting on Demo metrics as required throughout the business.
• 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.
• Performs other assigned duties as required