Customer Care Senior Supervisor in Alcobendas at Stryker Corporation

Date Posted: 10/30/2018

Job Snapshot

Job Description

Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

This position is a first line supervisor or manager with primary responsibility for providing guidance, such as delegating work assignments to direct employees. The job requires professional knowledge gained through substantial applicable work experience, to supplement formal knowledge, in order to apply principles and concepts of own discipline in resolving issues as they arrive. The job is responsible for providing training for members of the team, monitoring the quantity and quality of the work in progress, coaching employees on performance and contributing to employee pay decisions or changes. This job typically requires a degree or equivalent and a minimum of 4 or more years experience.

Work From Home: No

Travel Percentage: None

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