Customer Care Manager in San Jose, CA at Stryker Corporation

Date Posted: 2/14/2020

Job Snapshot

Job Description

Job Description: Manages the activities of Customer Care employees in all pre- and post-sale service functions including but not limited to setting strategy and leading process improvements; hiring, training, and developing team members; fostering a positive work environment focused on providing the highest level of service to customers; developing, refining, and ensuring compliance with policies and procedures; serves in a leadership capacity for the business unit supported.  

Job Responsibilities:

  • Responsible for Customer Care support teams including but not limited to hiring, onboarding, and developing team members; monitoring, reporting on, and managing performance for direct reports; resolves personnel issues; forecasts staffing needs to meet peak demands of the business.
  • Monitors and reports daily Customer Care service results and metrics.  Ensures effective administration of customer and salesforce service functions.
  • Works with leadership team of associated business unit to develop strategic initiatives including key performance indicators and functional objectives. Develops new business processes and programs to improve call quality and customer response times.    
  • Key partner to Sales and Finance leadership to project, manage, and ensure revenue targets are met 
  • Oversees staffing of support systems such as Salesforce, Call Copy, and EDI to ensure orders are flowing through the system correctly to meet the needs of our customers and that all team members are trained as changes are made.
  • Responsible for managing and improving visibility to monthly revenue performance and aging orders.
  • Drive process change and accountability amongst teams to provide an exceptional experience for internal and external customers. 
  • Partner with cross functional partners to manage product allocation plans, recalls and communication plans for customer facing teams.
  • Monitor and ensure data accuracy in ERP.
  • Act as a liaison between customers and manufacturing, sales, service, and accounting teams to resolve status, production, order placement, shipment, and billing issues.
  • Assists in the development and implementation of divisional Customer Care programs including ERP and system implementations, field asset deployments, and product launches.  
  • Analyze and resolve complex service related issues using independent judgement.  Expected to coach team through problem solving process for issues connected to missed customer shipments, internal system outages, and sales force support.  
  • Manages financial tracking activity for associated business unit including sales and orders.  Provides support and reports to leadership team with escalations and updates around projections and financial performance.
  • Understands the needs and pain points for the Customer Care team and the customer experience. Proposes solutions and executes those recommendations.

Minimum Qualifications:

  • Bachelor's degree required
  • 8+ years of related experience or equivalent, preferably in customer facing roles
  • Supervisory or leadership experience required
  • Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and ERP
  • Ability to prioritize the needs of customers and team members and determine resourcing needs.
  • Ability to present to Customer Care Leadership team with effective and clear communication.
  • Ability to train others on programs, software, and processes.
  • Strong problem solving abilities and analytical skills.
  • Excellent written communication skills.
  • Effective interpersonal skills & ability to deal effectively with diverse individuals at all organizational levels.
  • Proven ability to manage multiple priorities and meet deadlines.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Ability to make timely and sound decisions while adhering to company policies and procedures.

Work From Home: Occasional

Travel Percentage: 20%

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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