Customer Care Supervisor in San Jose, CA at Stryker Corporation

Date Posted: 12/14/2019

Job Snapshot

Job Description

Job Description: Supervises the activities of Customer Care employees in all pre- and post-sale service functions including but not limited to 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.

Job Responsibilities:

  • Responsible for Customer Support and Sales 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
  • Partner with staffing agency to manage temporary employees
  • Monitors and reports daily Customer Care service results and metrics.  Ensures effective administration of customer and salesforce service functions.
  • Oversees staffing of support systems such as Salesforce, Call Copy, and EDI to ensure orders are flowing through correctly to meet the needs of our customers and that all team members are trained as changes are made.
  • Supports Customer Care Manager with Capital Order Management and other related month end processes.
  • 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, escalate inconsistencies or errors to appropriate teams for quick resolution
  • Act as a liaison between customers and manufacturing, sales, service, and accounting to resolve status, production, order placement, shipment, and billing issues.
  • Assists in the development and implementation of divisional customer service programs
  • Analyze and resolve complex service related issues using independent judgement
  • Is responsible for the escalation and follow up as needed to senior leadership.
  • Understands the needs and pain points for the Customer Care team and the customer experience. Proposes and implements solutions to those recommendations.

Minimum Qualifications:

  • Bachelor's Degree Required
  • 2 – 4 years of related experience or equivalent required, preferably in customer facing roles
  • Supervisory or leadership experience preferred
  • Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and ERP

Physical requirements

Ability to sit for up to 8 hours total per day

Ability to lift up to 25 pounds on occasion

Mental requirements

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: 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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