Customer Service Supervisor Job at Stryker
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
Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.
Who we want
Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.
Strategic thinkers. People who enjoy analyzing data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or sales opportunities.
Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.
What you will do
As a Customer Service Supervisor (Customer Care), you will help our ProCare team to manage customer retention, you will help shaping the future of Customer Service excellence within the Endoscopy Division at Stryker.
This is a 100 % remote role.
- You will monitor, reporting, and managing KPIs for direct reports.
- You coach team members of the customer care team.
- You will be responsible for hiring, training, onboarding, and forecasting staffing business needs to meet peak demands. Partner with staffing agency to manage temporary employees. Oversees staffing of support systems such as Salesforce, Genesys, and Oracle to ensure orders are flowing through correctly to meet customer’s needs.
- You will develop direct reports and resolve personnel issues with tactfulness and emotional intelligence.
- You will partner with cross-functional partners to manage product escalations, recalls, and communication plans for customer facing teams. Act as a liaison between customers and manufacturing, sales, service, and accounting to resolve status, production, order placement, shipment, and billing issues. Responsible for the escalation and follow up to senior leadership.
- You will keep a pulse on the needs and pain points for the customer care team as well as customer experience; propose and implement solutions to drive efficiency
- You will help identify and remove roadblocks for the customer care team. This includes monitoring and ensuring data accuracy in ERP, escalating inconsistencies, and ensuring errors are reported and addressed by appropriate teams for quick resolution.
What you need
- Bachelor's degree required
- 4+ years of professional experience.
- 2+ years of People Management leadership in customer facing roles
- Internal applicants with an equivalent combination of education, experience, and performance over time at Stryker will be considered
Compensation range is $57,000- $115,100 salary plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition
Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
About Stryker
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
More information is available at stryker.com
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