Stryker

Manufactures orthopedic and surgical medical devices

Customer Service Specialist

Customer SupportPosted on Nov 13

Full-timeSeoul, South KoreaNo salary listed

About the Job

Requirements

At least 2 years of experience in a related area; customer service or business administration experience is preferred.
Experience working in the medical device industry or an equivalent environment.
Good written and spoken command of Korean and English.
Strong written and verbal communication skills in Korean and English.
Ability to problem-solve and work under pressure.
Ability to adapt and respond to different types of characters.
Willingness to change and passion for continuous improvement.

Responsibilities

Serve as a key contact between the commercial team and customers for customer service activities.
Process orders through the Web Ordering System and JDE, from receipt through delivery and invoicing, and handle related returns.
Manage back-orders and follow up with relevant parties to ensure on-time delivery.
Collaborate with finance on customer codes, pricing, and credit holds.
Support direct business replenishment and issue monthly tax invoices.
Provide accurate documentation of special discounts.
Work with Logistics, planners, and third-party logistics providers to ensure timely shipment of goods.
Resolve system issues with the global service team.
Keep customer files updated with relevant information.
Lead communication with stakeholders regarding supply schedules.
Handle sample and demo orders.
Manage long-term consignment stock movements through the ERP system.
Manage stock transfers and lot control.
Exchange expired consignment goods monthly.
Support annual stock counting, including inventory data validation, discrepancy resolution, and billing.
Handle nonconforming items, including defective, expired, lost, or damaged items.
Manage MFG and EXD.
Respond promptly to customer inquiries and acknowledge and resolve customer complaints related to order delivery.
Train internal and external customers on systems and processes.
Manage standardized processes in accordance with ISO 13485 in collaboration with Quality Assurance.

Desired Qualifications

Experience in customer service or business administration is preferred.
Experience in the medical device industry is preferred.

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%

About the Company

Stryker

Manufactures orthopedic and surgical medical devices

Stryker makes medical devices for hospitals, surgical centers and emergency responders, spanning joint implants, surgical instruments and patient transport equipment. Its Mako platform assists surgeons with joint replacement, while its neurotechnology products support brain and spine procedures and stroke treatment. Clinicians use its equipment during surgery and emergency care, and the company earns money by selling implants, disposable products and capital equipment through direct sales teams and distributors. The business also supplies training and technical support for healthcare providers using its devices. Stryker was founded in 1941 and is headquartered in Portage, Michigan.

Company size: 10,001+
Company stage: IPO
Headquarters: Portage, MI
Founded: 1941

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