Associate Customer Care Manager in San Jose, CA bei Stryker Corporation

Datum der Veröffentlichung: 11/11/2019



Job Description: The Associate Customer Care Manager will be responsible for the strategy and execution of team and business initiatives as well as the support and development of their teams. This role is responsible for the Sales Support team and managing capital backlog which is reported to sales and finance leaders. They will be able to work cross-functionally to ensure product is delivered to customers on time. A successful candidate for this role will be passionate about our people and able to juggle many priorities at one time. They will be responsive, able to speak up, drive process improvements, and be passionate about team development/culture.

Job Responsibilities:

  • Develops and/or ensures implementation of divisional customer service programs.
  • May act as a liaison between customers and cross functional teams including: manufacturing, sales, service, finance, and accounting to resolve status, order accuracy, production, delivery and billing issues.
  • Manages financials for associated business unit support and reports to executive leadership with escalations and updates.
  • Supports Customer Care KPIs including Service Level, Initial Response Time, and Call Quality and adjusts workload/team coverage to achieve targets.
  • Has frequent contact with customers and sales teams, via telephone and email.
  • Ensures appropriate customer service training is conducted.
  • Administers the customer service telephone que, including the front desk (central in-bound call que).
  • Responsible for implementing new systems and processes that support process improvements, cost reduction efforts, improved accuracy of order entry and/or revenue recognition, new products order entry.
  • Responsible for appropriate implementation of Quality Program as required by GMPs, ISO, DOH and other Regulatory requirements.
  • Responsible for successfully leading projects that are staffed with other departmental personnel.
  • Responsible for developing and maintaining a high level of engage, high morale and development plans for subordinates.
  • Utilizes the following equipment: Computer (PC and MIS), related software, calculator, fax machine, telephone.

Minimum Qualifications:

  • Bachelor's degree required, in business or related discipline preferred. MBA is desirable.
  • 2-5 years related experience required, preferably in a managerial role. Prior direct people leadership experience is preferred.
  • Effective interpersonal and communication skills.
  • Effective organizational skills.
  • Computer literate.
  • Effective Leadership/supervisory skills.
  • General understanding of business processes, especially as they relate to Customer Service.

Work From Home: No

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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