Customer Service Specialist

Work Flexibility: Hybrid

Position Summary

The CS Specialist is responsible for CS activity as a key contact person between commercial team and customers.

Role & Responsibility

Order management

• Processing orders via WOS (Web Ordering System) & JDE, this covers everything from a point of receving an order right through to delivery and invoicing as well as dealing with relevant returns.
• Manage back-orders and follow up with relevant parts to ensure on-time delivery.
• Work in collaboration with finance related to customer code, price, and credit hold.
• Support direct business for replenishment and issue tax invoices monthly.
• Provide accurate documentation of special discount.
• Work closely with Logistics, Planner and 3PL to ensure timely shipment of goods.
• Resolves system issues with global service team.
• Ensure customer files are updated with the relevant information on a regular basis.
• Lead communication with stackholders regarding supply schecdule.
• Sample and Demo order handling

Inventory management

• Long-term consignment stock in & out via ERP system.
• Stock transfer / Lot control
• Exchange expired goods of consignment on a monthly basis
• Support annual stock counting including inventory data validation, discrepancies, billing.
• Handles nonconforming items refers to a quality (defected, expiration date, lost and damages).
• MFG / EXD management

Customer Service

• Respond promptly to customer inquiries.
• Acknowledges and resolves customer complaints.
• Compile with customer complaints related to order to delivery.
• Train system, process for internal & external customers

Process management

• Manage standardized process in accordance with ISO13485 with QA

Education & special trainings:

• Strong written and verbal communication skills Korea and English
• Excellent organizational and multitasking skills
• A team player with high level of dedication

Qualifications & experience:

• 2+ years’ experience in related part. (Preferred Customer service or Business administrator)
• Experience in Medical device industry preferred.
• Experience working in medical device or equivalent.
• Good command of Korean and English in writing and speaking
• Willing to change and passion for continuous improvement

Physical & mental requirements:

• Require problem-solve
• Ability to work under pressure
• Positive attitude
• Customer orientation and ability to adapt/respond to different types of characters
• High team work oriented mindset.

Travel Percentage: 10%

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.