Customer Care Manager in San Jose, CA at Stryker Corporation

Date Posted: 7/12/2019

Job Snapshot

Job Description

Job Description: Provides leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages various facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Job Responsibilities:

  • Responsible for Customer Care support teams including but not limited to hiring, onboarding, and developing team members; monitoring, reporting on, and managing performance for direct reports; resolves personnel issues; forecasts staffing needs to meet peak demands of the business.
  • Monitors and reports daily Customer Care service results and metrics.  Ensures effective administration of customer and salesforce service functions.
  • Works with leadership team of associated business unit to develop strategic initiatives including key performance indicators and functional objectives. Develops new business processes and programs to improve call quality and customer response times.      
  • Oversees staffing of support systems such as Salesforce, Call Copy, and EDI to ensure orders are flowing through the system correctly to meet the needs of our customers and that all team members are trained as changes are made.
  • Responsible for managing and improving visibility to monthly revenue performance and aging orders.
  • Drive process change and accountability amongst teams to provide an exceptional experience for internal and external customers. 
  • Partner with cross functional partners to manage product allocation plans, recalls and communication plans for customer facing teams.
  • Monitor and ensure data accuracy in ERP.
  • Act as a liaison between customers and manufacturing, sales, service, and accounting teams to resolve status, production, order placement, shipment, and billing issues.
  • Assists in the development and implementation of divisional Customer Care programs including ERP and system implementations, field asset deployments, and product launches.  
  • Analyze and resolve complex service related issues using independent judgement.  Expected to coach team through problem solving process for issues connected to missed customer shipments, internal system outages, and sales force support.  
  • Manages financial tracking activity for associated business unit including sales and orders.  Provides support and reports to leadership team with escalations and updates around projections and financial performance.
  • Understands the needs and pain points for the Customer Care team and the customer experience. Proposes solutions and executes those recommendations.

Minimum Qualifications:

  • Bachelor’s degree required
  • 8+ years of related experience, preferably in customer facing roles
  • Supervisory or leadership experience required
  • Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and ERP

Work From Home: No

Travel Percentage: Up to 25%

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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