Senior Team Lead, Customer Service en Flower Mound, TX a Stryker Corporation

Fecha de publicación: 7/24/2019

Resumen de la oferta

Descripción del empleo

Who We Want:

  • Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.
  • Accuracy-oriented team leaders. Providing direct oversight of processes and results, managers who ensure accurate and timely completion of projections, forecasts or reporting.
  • Subject matter experts. Managers who not only oversee the collection, review, and analysis of data but can interpret, translate, and present on all various matters as needed.
  • Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.
  • Network builders. Managers who build connections with other teams and divisions and coordinate cross-functional collaboration.

What We Need:

  • Manage employees to include scheduling, providing technical assistance, and employee development which include hiring, communicating company policies, coaching and counseling, administering performance appraisals, and enforcing company policies through appropriate disciplinary measures.  Manage several individual contributors that may be in geographically separated locations.
  • May manage broader areas of the department, including lead several teams, contribute toward strategic operations/logistic or inventory plans and programs.
  • Collaborate with key stakeholders (Distribution and Field Operations, Sales, Mktg, etc.) in optimizing the supply chain.
  • Ensure on-time, complete and accurate delivery of products to customers
  • Ensure individuals and team as a whole consistently achieve or exceed all performance metrics.  Metrics may include, but are not limited to, quality, reliability, implant availability, budgets, productivity, efficiency, inventory, cost reduction and revenue. Maintain reporting and dashboards in CRM system, communicate and drive key metrics with CSRs
  • Work to achieve an environment that is free of safety hazards and improper ergonomic conditions while driving employee commitment to use safe work practices every day.
  • Ensure compliance with established regulatory and quality, legal, corporate, and human resources policies and procedures.
  • Provide on-the-job training and guidance to team members and ensure a proper tracking of competencies.  Adhere to standards of training and provide documentation, continuous performance enhancement, and reliability. 
  • Recruit temporary and permanent talent to the team.  Ensure new hires meet all criteria for employment.
  • Achieve operational excellence via team-based and product-focused orientation, capacity planning, continuous improvement, safety awareness, and cost reduction to be implemented so timely, accurate deliveries are produced.
  • Achieve employee engagement by being responsible and accountable for actions promoting an environment that fosters personal growth and development.
  • May direct reports to monitor quality of goods by reviewing costs, schedules, and   timeliness of delivery and conformance to specifications.
  • Focus on customer satisfaction through teamwork and empowerment, solve problems through a consultative approach, operate with honesty and integrity and provide a highly responsive and unsurpassed level of customer service.
  • Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
  • Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. 
  • Actively participate in the ongoing development of a corporate culture that strives to achieve the highest ethical standards.  Conduct all business affairs ethically and lawfully and ensure open, honest communication without fear of retaliation.
  • Directs and guides day to day function of team to ensure order entry accuracy and efficiency, collecting PO’s, driving down Open ARO orders, building and maintaining professional relationships with internal and external customers.
  • Maintain customer pricing in ERP system, including working with Contracts and Pricing team to validate current contract are loaded in ERP system. Provide timely communication of pricing disputes from customers and ensure understanding of accurate contract and pricing terms.

Qualifications and Work Experience Required

  • 4+ years of proven leadership/supervisory experience required.
  • Demonstrated organization, planning, communication, project management and performance attainment in an operations or logistics environment.
  • Demonstrated knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  • Must have a valid Driver’s license with a good driving record
  • Must be willing to travel overnight (10%) to cover all branch satellite locations in some areas
  • Demonstrated knowledge of principles and methods for selection, storage and movement of medical products
  • Demonstrated data integrity, analysis and reporting skills
  • Demonstrated proficiency in MS Outlook, Excel, Word and Access, ERP systems (including data analysis tools i.e. queries, pivot tables, etc.)
  • Proven customer or account management experience
  • Must have demonstrated team leadership, communication, and talent evaluation skills
  • Demonstrated understanding of a distribution and storage environment
  • Demonstrated understanding of inventory value, chain of handling and resolving and following up on client inquiries
  • Must be able to drive team productivity and develop individual relationships across the organization
  • Understanding of the impact of inventory across multiple demographics
  • Demonstrated ability to maintain composure in a fast paced environment
  • Demonstrated interpersonal skills with ability to successfully communicate verbally and in writing
  • Must be able to lead and work in a team environment
  • Prefer demonstrated knowledge of the medical implant industry and hospital customer base
  • Must have the ability to work flexible hours, as needed to support the business needs

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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