Customer Support Representative - 1st Shift (Hybrid)

Stryker; Portage (MI); Hybrid; USD 29,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

ESPP

HSA

Job summary

Stryker in Portage, MI seeks a customer service liaison to respond to inquiries, manage orders, and coordinate with internal teams to ensure satisfaction. This role handles pricing information, data entry, and technical support requests in a hybrid work environment.

You will work with service parts, logistics, sales, and finance to resolve issues quickly, while building strong relationships with customers and colleagues. High school diploma and 2 years experience required; ERP exposure preferred.

Qualifications

• High school diploma or equivalent.
• Two years of relevant work experience.
• ERP experience and experience in call center or customer-facing environment preferred.

Responsibilities

• Respond to customer inquiries for information and pricing.
• Determine order status and resolve product-related problems.
• Inform customers of standard procedures when placing orders and follow up to ensure satisfaction.
• Follow a standardized order entry process to ensure 100% accuracy for all orders.
• Answer incoming calls and back-up for placing service part orders.
• Build relationships and foster teamwork with colleagues across departments.

Skills

Customer service

Communication

Problem solving

Education

High school diploma or equivalent

Tools

ERP systems (JDE/SAP/Salesforce/Genesys)

Job description

What You Will Do

• Work as a liaison between customers and internal departments within the organization to ensure customer satisfaction. Responsibilities include but are not limited to responding to customer inquiries for information and pricing, data entry, and requests for technical support.
• Assist customers by determining order status and working to resolve product related problems and questions
• Inform customers of standard procedures when placing an order and follow up (verbally or in writing) to ensure customer satisfaction
• Follow a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted electronically or by fax with 48-hours of receipt for capital orders and 24-hours for service orders
• Answer all incoming customer calls from customers/sales reps and service techs and serve as a back-up for placing service part orders.
• Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services, and quality
• Interact with multiple departments, such as service parts, field service, materials, production, logistics, sales, finance, and management
• Build relationships and foster teamwork with fellow team members, leadership, and individuals within other departments

Schedule

• 1st Shift: Mon – Fri, 10:30am - 7pm
• Hybrid: In office 3x/week, Mon - Weds
• Overtime based on business need

Required

• High school diploma or equivalent
• Two (2) years relevant work experience

Preferred

• ERP (JDE/ SAP/ Sales Force/ Genesys) experience
• Experience in call center, or customer-facing environment

$21.28 - $26.78 USD Hourly

Benefits

• Medical and prescription drug insurance
• Dental insurance
• Vision insurance
• Critical illness insurance
• Accident insurance
• Hospital indemnity insurance
• Personalized healthcare support
• Wellbeing program
• Tobacco cessation program
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• 401(k) plan
• Employee Stock Purchase Plan (ESPP)
• Basic life and AD&D insurance
• Short-term disability insurance

Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.

Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.