Senior ProCare Customer Excellence Representative

What you will do -

• Provide phone and email support for inquiries from sales teams and healthcare professionals.
• Perform Service Order Entry, Data Cleansing, and Invoicing for services using SAP and Salesforce.
• Engage with customers in a prompt, accurate, courteous, and professional manner to foster positive business relationships and deliver high-quality customer service.
• Offer after-hours support as needed, depending on call volume or workload demands.
• Present daily management tier 1 metrics to IOCE team
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
• Critical thinking and ability to solve problems within defined procedures to create the best outcome for our customer
• Takes on additional workload and responsibilities while maintaining quality and efficiency
• Flexes to phone/email teams as needed
• Provides new ideas for continuous improvement and displays leadership by taking on project/support roles
• Shows up to work with a positive attitude and contributes to culture of engagement while demonstrating Stryker values

What you need -

Required -

• 3+ years of relevant experience
• Experience/exposure to Microsoft Excel preferred.
• Demonstrated experience in handling customer escalations and de-escalation techniques.
• High School diploma or equivalent

Preferred -

• Proficient level of expertise in SAP, Salesforce, and case creation.
• Associates degree