Customer Service Manager in Plainfield, IN at Stryker Corporation

Date Posted: 7/26/2018

Job Snapshot

Job Description

Job Description:

Provide leadership to the Customer Service and/or Affiliate Product teams and deliver world class service and planning as measured by performance metrics.

  • Develop and implement short and long-term objectives for the team and individual team members.
  • Manage, coach, mentor, and develop the performance of team to drive and support a high performance work culture; includes writing and delivering performance appraisals, administering disciplinary action, providing positive recognition, liaising with Human Resources to ensure consistency in administration and compliance with Company policies, focusing on the development of high-potential employees and crafting succession plans, and establishing a collaborative environment that encourages and supports employee engagement.
  • Actively lead operational support for domestic and/or international customers.  Including, but not limited to, supporting product order inquiries.
  • Develop and manage the departmental budget(s).
  • Ensure employees are provided with proper training and development.
  • Monitor and ensure proper staffing levels are maintained and produces contingency plans for coverage in times of high volume, heavy employee vacation periods, etc.
  • Build a strong, talented team through active participation in employee selection and recruiting activities.
  • Develop and effectively deliver periodic business performance reviews to the Senior Leadership team. 
  • Ensure provision of a clean, safe and environmentally compliant work environment.
  • Participate in problem solving and implement process improvements, including streamlining work processes and other initiatives.
  • Drive compliance to FDA, ISO and Company requirements, including all safety, quality and operational documentation and practices.
  • Develop and foster relationships with peers, other internal customers (Manufacturing, Distribution Operations, International Affiliates, Field Sales/Agencies, etc.) to gain perspective, ensure best practices are shared and world class support/service is provided. 
  • Responsible for PO collection and invoicing
  • Responsible for adding contracts and pricing in ERP system. 
  • Support of all sales reps and RSMs
  • Liaison to Orthopaedics Group Customer Service and Customer Service field locations (if applicable)

Qualifications:

  • Bachelor’s Degree in Business or other related field of study
  • 8+ years experience managing a Customer Service and/or Distribution operation.
  • 3+ years experience and a demonstrated thorough understanding of supply chain management and logistics within a complex global distribution environment.
  • Demonstrated understanding of the customer service value chain of handling, resolving and following up on client inquiries.
  • Demonstrated success in implementing customer service and distribution related performance measures/metrics and productivity analyses. Demonstrated team leadership, communication and talent evaluation and performance management skills.
  • Demonstrated ability to drive team productivity and develop professional relationships across an organization.
  • Applied understanding of the impact that customer service and distribution have across multiple demographics.
  • Demonstrated understanding of domestic or international customer needs.
  • Demonstrate proficiency in all relevant Microsoft applications.

Work From Home: No

Travel Percentage: None

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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