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Customer Engagement Lead in Tempe, AZ at Stryker Corporation

Date Posted: 4/25/2019

Job Snapshot

Job Description

Job Description: The Customer Engagement Lead is responsible for establishing and delivering customer service best practices in a way that leads to greater customer loyalty and satisfaction. This individual will also contribute to order fulfillment strategy and execution including product availability, product allocations and primary vendor programs to drive customer engagement and maximize sales.

Responsibilities:

  • Leads establishment and documentation of best practices for customer service processes
  • Leads quality assurance monitoring of customer service processes
  • Assists in review and direction on customer service cases requiring escalation
  • Contributes to divisional order fulfillment and inventory optimization strategy
  • Quarterbacks product availability communication between Sales, GQO and division
  • Manages product allocation and primary vendor processes in partnership with demand planners
  • Assists with training for new team members
  • Assists with process improvement and customer engagement projects, as assigned
  • Collaborates with cross functional team members to deliver a high-quality customer experience
  • Identifies and anticipate customer needs to successfully drive results and engaging experiences  
  • May assist in backing up customer service team during high volume periods
  • Additional activities, projects or assignments, as defined

Minimum Qualifications:

  • B.S./B.A. degree required
  • 5+ yrs of experience in marketing, customer service, consulting or customer relationship management required
  • Strong customer orientation including excellent listening, facilitating and problem solving skills
  • Excellent communication skills including analysis, preparation and report presentation
  • Relationship building skills across multiple departments within the organization and customers
  • Highly organized with ability to set priorities and deliver results within assigned deadlines
  • Advanced knowledge of MS Office Suite with strong Microsoft Excel and PowerPoint skills required
  • Knowledge of JD Edwards and/or applicable ERP Sales Order module experience required
  • Knowledge of Business intelligence tools, i.e. Business Objects or Cognos required

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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