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Customer Care Supervisor in Portage, MI at Stryker Corporation

Date Posted: 5/14/2019

Job Snapshot

Job Description

Job Description: Under minimal supervision, the Customer Care Supervisor 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.

• Will direct the success of assigned teams by managing people, equipment and workload/capacity to meet customer needs.

• Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals.

• Coaches, mentors, trains, and evaluates employees. Will direct and support team members in training and compliance to training, continued product knowledge growth, and all aspects of improved team productivity.

• Work daily with escalated customer complaints to solve for the immediate needs of the customer.

• 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.

• Deliver on timely submission of required business reports.

• Works with manager to recruit, hire, retain and engage talented associates.

• Analyze business data, identifying and detailing trends and variances.

Minimum Qualifications:

• Bachelors degree required

• 7+ years relevant experience required

• Intermediate understanding of customer service and leading teams in a call center or similar environment preferred

Work From Home: No

Travel Percentage: Up to 25%

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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