Customer Service Representative

Order To Cash (OTC):

• Management of Sales Orders from customers placed with Stryker via all potential channels (including EDI, phone, mail, fax, etc.).
• Interface activities related to EDI based transactions (e.g. Order, Invoice, ASN) like ongoing maintenance and problem resolution
• Management of various Sales Order Types including consignment stock orders, custom made product orders, standard orders, pending orders, deferred purchase order (where applicable) and consume and replenish order flows.
• Ensure correct order entry, invoicing, replenishment, consignment inventory accuracy etc. while paying attention to the customer request date and manage the order entry process accurately.
• Clarification and follow-up of any variances during or after the completion of the OTC process with special attention on the credit notes or rebills generated by order entry errors.
• Management, transmission or uploading of electronic invoicing requirements and provide documentation if needed or requested by the customer.
• Performing consignment inventory investigations to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved in a timely manner.
• Generation of Standard Sales Quotes (where applicable).

Customer Service / Customer Experience:

• Provide “Best in Class” Customer Service by managing large amounts of incoming orders and calls or contacts (e.g. emails).
• Identify and assess customers’ needs to achieve customer satisfaction and loyalty
• Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction or adjustment; following up to ensure resolution to the customer’s satisfaction per company procedures and standards.
• Guarantee daily usage of the CRM to log calls, tasks, activities and cases and all the other capabilities offered by the system. Monitor open tasks and cases; manage the case (customer service complaints) closure and follow up with the other departments to provide a feedback on the root causes of the customer complaints, if needed.
• Provide accurate, valid and complete information by using the right methods/tools.

Interface Activities:

• Close cooperation with other departments to ensure high service level of daily duties and requests (e.g. Sales, Finance, RAQA, Central Distribution Center, Asset Management, Warehouse, Kit Room, Product Management, Supply Chain).
• Assist the Sales Reps in any cycle count processes (consignment or/and demo inventory, where applicable) to identify inventory discrepancies or providing supporting documentation to enable order reconciliation and invoicing.
• Strong cooperation with Tender departments for customer prices (price discrepancies, missing prices in ERP, etc.).
• Strong cooperation with Finance on all processes related to incidents, rejected invoices, invoice discrepancies, as well as on monthly/quarterly revenue recognition process, where applicable.
• Deal directly with Sales Reps and Product Managers and customers in relation to returns / RMAs, investigation of traceability and regulatory factors.
• Deal with Supply chain for Back Orders or special requirements and order management of products centralized in the Central Distribution Center.
• Interactions with carriers and transportation team: arrangements of special transportation services (demo, emergencies, returns, management of service failures.