Customer Care Team Leader - MedSurg (12 month Contract) - 29189BR - EN in Newbury at Stryker Corporation

Date Posted: 4/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newbury
  • Job Type:
    Customer Service
  • Experience:
    Not Specified
  • Date Posted:
    4/29/2018
  • Job ID:
    29189BR

Job Description

The Job's Mission

To manage the MedSurg Customer Care area within the Customer Logistics Function in the UK (including Customer Care for Medical, NSE, Surgical and Endoscopy and ProCare Customer Services). This encompasses the entire operational process related to the specific area, ensuring a “Best in Class” organisation is created and maintained through implementing solutions to further develop, maintain and improve customer satisfaction, reduce cost and optimise inventory. A key component of this role will also be to lead, coach and develop the team as well as importing and exporting best in class talent. **This role is a 12 month fixed term contract covering maternity leave**

Key Activities & Accountabilities
  • Support the Customer Logistics strategy for the UK. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the department.
  • Take full responsibility for your area and ensure all Customer Service, operational, efficiency & financial KPIs are monitored effectively and targets achieved to include, On-Time-in-Full OTIF, back order / open order management, back order communication, samples and trial stock, TS loaner management, repair order / field service repair management, freight management, days on hand, management of capital placement orders, management of iSuite install orders and cost management
  • Manage your team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations. This will include performance management, weekly 1-2-1 meetings, annual reviews and performance management.
  • Take ownership and participate in projects to further improve the European Stryker Operations function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels.
  • Produce month end reporting on open orders to ship and back order status, ensuring revenue is maximised
  • Ensure orders and requests are processed in the agreed timeframe
  • Implement and maintain a culture of continuous improvement of service provided to our customers.
  • Organise and take part in key supplier service reviews (UPS, Swift, Stok, etc)
  • Build and maintain relationships with other Enabling Functions such as Finance, RAQA, ProCare, while driving leverage opportunities across the areas.
  • Play an active role in the UK Operations Management team & European Operations team as we strive to Implement a world class Logistics and Customer Care Operation. Critical to this will be the identification of appropriate benchmarks and the sharing of best practice that drives efficiency and productivity.
  • Management of the operational processes related to any business acquisition integrations related to your area of responsibility
  • Provides business case and detailed cost justification to decision makers to obtain resources.
  • Ensure all Compliance, SOX, FCPA and Quality policies are implemented and applied in your area and robust procedures, work instructions, training are in place.
  • Liaise with and visit customers in order to partner with them to develop innovative solutions and solve issues
  • You will be responsible for the direct reporting of a team of approximately 10 members of staff.
  • You may have one or more Team Leaders reporting to them in the future, as the team grows.

Job Requirements

Education:
  • Equivalent of University Degree or equivalent desirable experience.
  • Project / People Management qualifications an advantage
  • Fluency in English is essential
Experience:
  • Experience in general, operations or logistics including a customer facing role.
  • Experience in people and project management.
  • Experience with business process analysis
  • Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
Competencies:

Ability to communicate in a highly effective manner and work both independently and as part of a team on assignments. Must be IT literate and efficient in an administrative environment. They must have the ability to work on their own initiative, prioritizing and organising workload.
  • Decision Making/Judgement – Selects effective approaches to solving issues, based on available information and business objectives
  • Strategic activity – Understands and considers customers, regulatory and legislative issues when making decisions
  • Planning/Organisation – Understands what is needed to accomplish project objectives and establish appropriate goals and priority. Demonstrate clear evidence of objective measurement of their achievements.
  • Relationship Builder – Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness
  • Innovation & Creativity – Develops and champions new ideas.
  • Team Management - Ability to recruit, develop and engage high performing teams.
  • Excellent communication skills
  • Proactive - A self-starter who can define priorities and manage the complexities of multiple projects. Has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately
  • Strong internal drive and motivation to make a difference and add value to an organisation

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