Associate Manager, Customer Service - 23630BR - EN in Mahwah, NJ at Stryker Corporation

Date Posted: 5/8/2018

Job Snapshot

Job Description

Provide direct supervision of non-exempt staff, monitoring day-to-day activities supporting our internal and external customers. Actively lead the International and Domestic Customer Service teams and ensure the team’s productivity/quality goals and metrics are met.
  • Direct non-exempt team members, across all shifts, toward achieving daily customer service goals; track performance and provide timely feedback to the team
  • Address internal/external day-to-day issues and escalate to Manager as appropriate.
  • Monitor attendance, schedule paid time off, and monitor overtime in accordance with Company policies and departmental requirements ensure time is accurately recorded in KRONOS.
  • Assign team members to late shift schedule, monitor attendance and provide weekly metrics to leadership
  • Coordinate new product launches, special projects and other operations activities
  • Receive and triage inquiries that require advanced knowledge to the appropriate internal expert.
  • Track monthly metrics and schedule and monthly business meetings to review team metrics including TOPS
  • Develop and coordinate the distribution and tracking of Customer Service surveys and present results to leadership
  • Drive compliance to FDA, ISO and Company requirements including all safety, quality and operational documentation and practices
  • Deliver communications to non-exempt team members, across all shifts, so as to ensure the team’s achievement of Stryker Mission and Values
  • Manage the performance of non-exempt team members, to include:
    • writing and delivering performance appraisals
    • administering disciplinary action when warranted
    • providing positive recognition when warranted
    • liaising with Human Resources to ensure consistency in administration and compliance with Company policies
    • focusing on the development of high-potential employees
  • Manage/coach/mentor/develop non-exempt team members to encourage and support a high performance work culture
  • Manage employee vacation schedules and coordinate distribution schedules around quarterly meetings and vacations to ensure we meet customer needs
  • Participate in problem solving and implementing process improvements including lean (streamlining work process) and CTG (Cost Transformation for Growth) initiatives
  • Foster relationships with internal customers (Mfg, QA, Finance, IT, Warehouse, Demand Planning, Field branches/agencies, GQ&O) to gain perspective and effectiveness when dealing with Distribution or Loaners issues
  • Identify and implement system/process enhancements

Job Requirements


• 5+ years of Customer Service Experience


• 2+ years of prior direct people management experience is required, preferably within a Customer Service environment


• Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services ad evaluation of customer satisfaction.


• Demonstrated team leadership and interpersonal skills with the ability to recruit, teach, and coach individuals from diverse backgrounds with varying communication and technical skills in an ever-changing environment


• Excellent communication, presentation, partnership and influence skills


• Demonstrated ability to drive team productivity, while maintaining high levels of employee engagement and morale


• Demonstrated work experience in a team-based environment which places a high degree of emphasis on accountability for customer service levels, innovation, cost reduction and quality compliance


• Strong analytical skills with a high problem solving and process improvement orientation are critical


• Demonstrated ability to identify reporting needs, then create and generate detailed and high-level reports


• Demonstrated strong proficiency in MS Software (including: Word, Excel, PowerPoint, Outlook, etc.)


• Demonstrated understanding and proficiency in navigating Warehouse Management Systems and Oracle


• Must have the ability to work flexible hours, as needed to support the business needs


• Prefer demonstrated knowledge of the medical implant industry and hospital customer base


• Prefer demonstrated knowledge of international regulatory, compliance and shipping requirements

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