Government Sales Support Representative (Remote)

Why customer service at Stryker? Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com Shift: Monday - Friday, an 8-hour shift between 7:00 AM and 6:00 PM ET Work Flexibility: Remote Come join Stryker, one of the world's leading medical technology companies who, together with our customers, is driven to make healthcare better. We offer innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually. We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Who We Want: Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations. Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes - finding ways to simplify, standardize and automate. Data managers. People who enjoy compiling, organizing, and consolidating large volumes of data and reports. Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvements across the business. What You Will Do: As the Government Sales Support Representative, you will provide customer sales support by answering, or directing, all incoming phone calls and emails from internal and external customers, across multiple Stryker divisions. The Government Support Representative ensures that the customer and the sales representative receive the best possible service by handling government-facing sales quotes, government pricing analysis at time of order entry, order entry, and order-related inquiries. Order management will be handled, starting with review of purchase contract, from time of order entry through delivery. Understanding of government processes, across multiple Stryker divisions, including international deliveries, is required. Essential duties and responsibilities include: • Acting as the liaison between internal Stryker customers and external government customers, including substitute buyers, indirect sales channels, distributors, and prime vendors. • Receiving government customer telephone calls and acting as a key government customer contact regarding a variety of order-related customer requests, including but not limited to pricing, order credit, rebills, holds, scheduling, information updates, and shipping details • Providing sales representatives with prompt, quality service and support in a variety of areas including, but not limited to: government-facing quotes, order entry, order management (date matching, expedites), warranty replacements, and troubleshooting various order inquiries. • Responding promptly to and resolution for Account Manager, customer, distributor, and prime vendor issues (questions, requests, etc.) per company and contract procedures and standards. • Effectively communicating with Account Managers, regional managers, and other teams/departments (IBP, Schedulers, AR, Service Parts, Marketing, Logistics, GCO, CDGO). • Relaying all communication from customers and sales force to internal teams related to order management and/or the manipulation of the scheduled delivery dates on capital equipment. • Following a standardized order entry process to ensure 100% accuracy for all orders (as defined by the company) that are submitted via phone, e-mail, and fax. • Processing government customer orders and determines status of existing orders, including shipment tracking and updates, to government GSA site. • Providing detailed product information and consistent pricing to customers, as requested through order entry or order-related inquiries. • Upholding order-related policies and guidelines; requires record-keeping and filing of orders and documentation of government substitute buyer information, in accordance with Stryker specifications. • Abiding by company, departmental policies, and regulatory procedures; identifying and recording all productivity issues or concerns to help root cause problems. • Building relationships and fostering teamwork with fellow team members, leadership and individuals across other departments and divisions. • Assisting Government Customer Service Manager and Channel Associate with preparation of government facing sales quotes and orders. What You Need: Required: • High School Diploma or equivalent • 2+ years of relevant experience Preferred: • Bachelor's degree • Formal customer service training • WAWF, ERP, JDE, Oracle, SAP system experience $21.05/hr. - $37.02/hr. wage plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors. About Stryker Our benefits: • 12 paid holidays annually • 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. For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits About Stryker Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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 130 million patients annually. More information is available at stryker.com. Know someone at Stryker? Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role. Apply Job!