We are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you 12 paid holidays annually. For an overview of our benefits and time off, please follow this link to learn more:US Stryker employee benefits. (https://d25zu39ynyitwy.cloudfront.net/oms/000000/document/2024/6/SMVZW\_USStrykerEmployeebenefits/USStrykerEmployeebenefits.pdf) **Schedule** : Monday - Frida 9:30am - 6pm Overtime based on business needs **What you will do -** The Customer Excellence Representative interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems. Additional responsibilities may include, but are not limited to : + Provide phone support for inquiries from sales and healthcare professionals + Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships + Process all work in accordance with relevant working practices and standard operating procedures + Provide feedback and suggestions to improve service levels, internal processes and customer support methodology + Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment + Provide support beyond standard hours as needed if call volume and/or workload require additional time + Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales + Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken + Determine charges for services requested + Collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing + Prepare product or service reports by collecting and analyzing customer information + Coordinate sequence and release of back orders according to stock availability + Maintain customer pricing in ERP system, including entering contracts as required + Implement and support Quality initiatives throughout branch + Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes + Implement procedures to manage inventory shelf life and expiry records, and support and participate in the branch cycle counting process **What you need -** + 2+ years of experience – required + High school diploma – required + Bachelor’s degree – preferred + Ability to work flexible hours, as needed to support the business needs - required Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and 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. Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.