Customer Care Associate Manager in Portage, MI at Stryker Corporation

Date Posted: 9/18/2019

Job Snapshot

Job Description

Job Description: Under minimal supervision, the Associate Manager, Customer Care ensures that customers and sales representatives receive world class support by handling a variety of customer support functions.  Actively participates in the launch of new initiatives that drive an enhanced multi-channel customer experience and team productivity.  Oversees and coordinates the activities of a team to meet service goals of cost, time, quality and customer satisfaction goals.

Job Responsibilities:

  • Leads a team to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions.
  • Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals.
  • Will direct the success of assigned teams by managing people, equipment and workload/capacity to meet customer needs.
  • Plan, oversee and drive a culture of continuous improvement.
  • Keep current with industry trends and utilize knowledge gained to manage process improvements.
  • Work with peers across the organization and industry to establish and execute best practices.
  • Manage department financial objectives through careful budgeting and analysis of results and corrective actions as necessary.
  • Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles.
  • Analyze, develop and report on team KPIs while driving for improvement. •
  • Drive customer satisfaction and engagement through execution of the strategic plan
  • Deliver on timely submission of required business reports.
  • Collect and trend business critical data and work cohesively with the team to modify processes and/or procedures to improve business processes, business performance and the customer experience

Minimum Qualifications:

  • Bachelor's degree required
  • 7+ years relevant experience required
  • 0-2+ years management experience required
  • Intermediate understanding of customer service and leading teams in a call center or similar environment preferred.

Work From Home: No

Travel Percentage: 10%

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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