Customer Service Agent at Stryker in Waterdown, Ontario, Canada

Customer Service Agent Location: Ontario, Waterdown 2 Medicorum Place Work Flexibility: Hybrid Schedule:                          Monday – Friday, 9:30 AM – 6:00 PM EST Work Flexibility:         Hybrid (2 days in office at 2 Medicorum Place, Waterdown, ON) Summary: The Customer Service Agent maintains strong customer relationships by serving as a key point of contact before and after the sale, supporting both service and product-related needs. In this role, you will partner cross-functionally with sales, operations, and service teams to resolve customer inquiries, coordinate scheduling and logistics, and ensure a high level of customer satisfaction. This role also supports business growth by identifying service opportunities, managing equipment-related concerns, and helping drive operational efficiency. What You Will Do: Provide professional, responsive customer support via phone, email, and CRM workflows regarding product information, pricing, availability, shipping, returns, credits, and general inquiries Process and manage customer orders accurately, including direct sales and consignment orders received through phone, email, and EDI systems Maintain accurate customer records, sales contracts, and documentation within CRM and ERP systems Research and resolve routine and complex order, invoice, shipping, and warranty-related discrepancies using critical thinking and resourcefulness Proactively monitor open orders, coordinate with internal departments, and communicate updates on order status, delivery timelines, product availability, and backorders Collaborate cross-functionally with Sales, Finance, Distribution, Marketing, Purchasing, Inventory Control, and Technical Service teams to ensure seamless customer support Track customer feedback, identify root cause trends, support continuous improvement initiatives, and monitor performance against Customer Service KPIs Support administrative functions including reporting, reception coverage, participation in team meetings, and additional projects or duties as assigned What You Need: Required: Post-SecondaryEducation Two years’ experience working in a call center/customer service environment Preferred: Experience in the medical field Bilingualism (Fluent in both French and English to include writing and speaking) $54,100 - $72,100 CAD Annual Travel Percentage: 0%