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Lead Customer Care Supervisor in Portage, MI at Stryker Corporation

Date Posted: 12/4/2018

Job Snapshot

Job Description

Job Description: Directs the activities of Customer Service employees engaged in all customer and order management functions. Includes but not limited to hiring, training, people management, order management, maintaining a positive work environment, and ensuring compliance with established policies and procedures.

Responsibilities:

  • Direct Supervisor of Customer Care team members.
  • Development and implementation of customer service and quality policies and procedures; ensures all established policies and procedures are followed.
  • Resolves customer service-related issues with representatives from other departments throughout the company.
  • Responsible for employee hiring, preparation of performance and talent reviews.
  • Ensures appropriate customer service training is conducted.
  • Establishes customer care key performance indicators and metrics, ensures service levels defined team performance goals are met.
  • Manages EDI/GHX utilization and error reduction.
  • Ensures procedures and processes related to EDI/GHX are accurate and up to date.
  • Participates in business process transformation through SalesForce.com.
  • Responsible for management of Knowledge Management within Salesforce.com
  • Participates in Global ERP program meetings, training, as needed.
  • Leads change management and training within Customer Care Department for all process improvements, system upgrades, and technology advancements.
  • Assists in change management and training for Sales and customer support processes
  • Responsible for Management of complaint and product recall processes and procedures.
  • Continued system gap analysis and efficiency improvements.
  • Assists in managing reduction in customer price discrepancies.
  • Collaborates with Lead Commercial Operations Specialist to lead and execute all Sales and Customer support functions
  • Acts as liaison between Customer Care and other groups within the organization such as Accounts Receivable, Finance, Process and Technology, Quality, Global Supply Chain, Marketing, IT
  • Responsible for owning Customer Care related IT service now tickets and leading resolution of system issues.
  • Assists in other day to day functions of the Customer Service Dept to include order processing, phone calls, customer inquiries as needed.
  • Performs required administrative tasks; prepares required reports and correspondence.
  • Performs other duties as assigned by manager

Minimum Qualifications:

  • B.A. or B.S., preferably in business or related discipline and 3-5 years related experience or equivalent
  • 3-5 years of Customer Service/Supervisory Experience
  • Able to develop and explain detailed proposals, guidelines and procedures
  • Able to analyze and resolve complex order management related issues using independent judgment.
  • Effective interpersonal skills & ability to deal effectively with a diversity of individuals at all organizational levels.
  • Oracle ERP experience preferred.
  • Proficient in Microsoft Office products (i.e. Excel, Word and PowerPoint).
  • Demonstrated proficiency in managing and motivating team members.
  • Commitment to excellence and high standards.
  • Excellent written and oral communication skills.
  • Ability to work independently and as a member of various teams and committees.
  • Basic competence in Customer Service Representative duties and tasks.
  • Basic skills – Time management, people management, conflict resolution, employee hiring, problem solving.
  • Proven ability to support and help manage ongoing process improvements, enhancements and technology upgrades within their department.

Work From Home: No

Travel Percentage: None

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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