Customer Service Team Supervisor in Portage, MI at Stryker Corporation

Date Posted: 8/10/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Portage, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/10/2018
  • Job ID:
    R402593

Job Description

Responsible for all team performance in the areas of quality, customer experience, order entry, order management, team building, employee engagement, and new product implementation/ discontinuation.  Adheres to quality and standardized work and follows guidelines to exceed customer expectations. 


Responsibilities:

  • Ensures compliance with established regulatory and quality, legal, corporate, and human resources policies and procedures.
  • Adheres to standards of training and providing documentation, continuous performance enhancement, and reliability.  These activities may include, but are not limited to the following: audits, standardized work instructions, service levels and customer experience.
  • Responsible for ensuring all team members within team are trained in accordance with standardized work instructions.  Ensures all team members are properly trained and certified.
  • Accountable for all record-keeping as appropriate and in accordance with Stryker specifications.
  • Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service.  Providing best-in-class products, services and quality.
  • Responsible for ensuring individuals and team as a whole consistently achieves or exceeds all performance metrics as applicable.  Metrics include, but are not limited to service levels, overtime, budget, RONA’s and abandoned calls.
  • Lead and/or participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
  • Partner with your Sales Directors, Sales and Field Service Regional Managers, OPS, Marketing and Quality Representatives to resolve issues.
  • Personnel management including scheduling, providing assistance, and employee development which includes communicating company policies, coaching and counseling, administering performance appraisals, and enforcing company policies through appropriate disciplinary measures.
  • Employee engagement-Responsible and accountable for actions promoting an environment that fosters teamwork, empowerment, personal growth and development.
  • Supports the recruitment of temporary and permanent talent to the team.
  • Works with other Customer Service Team Leaders, Managers, and Supervisors to ensure appropriate staffing of personnel for each sales region.

Qualifications:

  • Requires high school diploma or equivalent
  • Strong managerial abilities
  • Excellent organization, planning, communication, project management and performance attainment in a call center environment

Physical Requirements:

  • May involve prolonged periods of stooping, kneeling, crouching, bending, sitting, standing, and/or crawling as appropriate.
  • May be required to move materials up to 50 pounds, reach, push, or pull in order to accomplish job accountabilities.
  • Coordination of eye, hand, and/or foot movement with an ability to grasp by hand and meet cognitive demands to include visual and auditory discrimination/memory, reading ability, and memory retention ability.
  • Requires use of safety glasses in designated areas.
  • Closed-toe/heel shoes must be worn on the production floor; safety shoes are recommended.

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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