Customer Service Representative

Stryker Corporation; Roma; Hybrid; EUR 25,000 - 42,000; Full time

Job summary

Stryker Corporation is seeking a role within its Order To Cash and Customer Service functions in Rome, Italy. The successful candidate will manage sales orders across channels, handle EDI-based transactions, and ensure inventory accuracy while maintaining customer satisfaction through proactive communication and CRM-driven processes.

Role involves collaboration with Sales, Finance, Tender, and Distribution teams, and may involve travel within the country.

Responsibilities

• Manage Sales Orders from customers through channels (EDI, phone, mail, fax) to ensure accurate order entry and invoicing.
• Handle EDI-based transactions (Order, Invoice, ASN) including maintenance and problem resolution.
• Manage various Sales Order Types (consignment, custom-made, standard, pending, deferred) and ensure inventory accuracy.
• Clarify and fix variances during OTC; address credit notes or rebills from entry errors.
• Generate standard sales quotes where applicable.
• Provide Best in Class customer service by handling large volumes of orders and inquiries via CRM.
• Log calls, tasks, and cases in CRM; monitor open tasks and follow-ups with relevant departments.
• Coordinate with Sales, Finance, Tender, and Distribution to resolve issues and ensure timely delivery.
• Assist with returns/RMAs, traceability, and regulatory considerations; support back-order management and logistics coordination.
• Interact with carriers and transport teams for special transportation needs.

Job description

Work Flexibility: Hybrid 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.

Italy Pay Ranges: Italy: €25.300 - €42.300 EUR Annual

At Stryker, we believe transparency helps candidates make confident decisions about their next career step. Compensation is an important part of that process and we want to be clear about how pay is determined. The compensation information posted for this role may be presented as a salary range or a fixed amount depending on the role. In addition to base salary, this role may be eligible for incentive compensation (such as bonus and/or commissions where applicable), along with Stryker’s comprehensive benefits package.

Travel Percentage: 0%

Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces! For more information, visit: www.stryker.com

Work Flexibility

• Remote – Role allows you to work the majority to 100% of time from an alternate workplace. These roles could have travel expectations, and you must work within the country of the job requisition location.
• Field-based – You can expect to regularly work a majority to 100% of time at customer facilities and has a set territory or expectation to travel within a set boundary. Almost all sales roles would likely be qualified as field-based.
• Onsite – Role is 100% located at a Stryker facility. Some ad hoc flexibility may be available depending on role, level, and job requirements. Manufacturing roles and any role that requires physical presence at the office would qualify under this category.
• Hybrid – You can expect to regularly work in both an alternate workplace and a Stryker facility. Roles that are partially remote or co-located would qualify as hybrid, and the expectation to be onsite would be defined and agreed upon by your manager/supervisor.