Customer Service Manager in Portage, MI at Stryker Corporation

Date Posted: 11/27/2020

Job Snapshot

Job Description

Who we want

Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.

Strategic thinkers. People who enjoy analyzing data or trends for the purposes of planning, forecasting, advising, budgeting, reporting, or sales opportunities.

What you will do

You will be accountable for leading a Customer Service organization to deliver world class service, an engaging environment for employees, and value to customers. You will also be accountable for creating a positive culture while overseeing the development, implementation, enhancement, improvement and support for Customer Service processes, systems, technologies, and strategies.

Responsibilities may include:

  • Implement and evolve strategic plans for the Customer Service organization while collaborating with customers, sales representatives, internal stakeholders, corporate entities, and cross-divisional partners.

  • Drive process improvements and value creation through lean principles.

  • Lead leaders and other support roles while ensuring a positive and engaging environment for a team of 40+ team members.

  • Foster a culture committed to people development.

  • Create a Lean culture and expand problem solving capabilities within the organization.

  • Collaborate with and influence internal stakeholders to include Sales representatives, marketing teams, shared service partners, and corporate entities.

  • Own departmental financials to drive proper investments and cost savings initiatives.

  • Create and evolve staffing models, resource plans, and infrastructure investment priorities with the ability to properly demonstrate short and long term ROI.

  • Lead numerous activities related to mergers and acquisitions within the order to cash function.

  • Develop and evolve a technology strategy enabling business advancement.

  • Plan, oversee and drive a culture of continuous improvement driving proper documentation of process maps, work instructions and procedures.

  • Keep current with industry trends and utilize knowledge gained to manage business improvements.

  • Work with peers across the organization and industry to establish best practices.

  • Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established.

  • Analyze, develop and report on team KPIs while driving for improvement.

  • Drive customer satisfaction and engagement.

  • Ensure a quality plan is in place and executed across all functions of the team.

What you need

  • Bachelor's degree required

  • 5+ years of experience leading and managing professional level employees required

  • Proven experience leading teams of 25+ team members

  • Experience with M&A business integration

  • Experience with SAP and Salesforce.com

  • Industry certifications desired

Work From Home: Occasional

Travel Percentage: 20%

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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