Supervisor, Customer Service - 29759BR - EN in Hamilton at Stryker Corporation

Date Posted: 5/14/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
    Customer Service
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Job Overview
The Customer Service Supervisor is responsible for the day-to-day operations of the Customer Service team, ensuring that an optimal level of service is provided to all of Stryker Canada’s internal and external customers. This individual must serve as a contributing member of the Customer Service team while championing Stryker’s Vision, Promise and Mission.

Leadership/People Development:
• Coach, develop and lead direct reports by providing developmental and growth opportunities
• Build and maintain exceptional employee engagement throughout the department
• Oversee individualized training and development plans for direct reports
• Conduct annual performance reviews and interim performance reviews
• Conduct employee engagement sessions annually, and create and execute action plans based on these sessions
• Responsible for departmental compliance with company policies and corrective actions
• Proactively collaborate with internal teams/departments to promote a culture of inclusiveness and cooperation
• Responsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and Performance

Functional Responsibilities:
• Provides leadership, direction and coaching to the Customer Service Team by organizing resources, providing priority management and ensuring performance metrics are met
• Leads regular departmental meetings to review activity, address issues, provide recognition, and drive team engagement
• Conducts regular one-on-one meetings with each team member
• Leads the development and coordination of continuous improvement initiatives
• Ensures Customer Service process knowledge is introduced and reinforced as required
• Handles issue escalation for customer service concerns and communicates with internal/external customers regarding resolution as required; escalates with Ops Management as required
• Performs root cause analysis, corrective action and troubleshooting duties using A3 problem solving methodologies
• Creates and tracks KPI’s to measure team performance
• Responsible to ensure that all departmental work Instructions/SOP’s are updated/maintained Represents Customer Service in cross-departmental task forces/meetings
• Ensure that all team members act in compliance with the Company safety, Quality and Compliance standards
• Other duties as assigned by Customer Service Manager

Job Requirements

Knowledge & Skill Requirements
• Strong leadership/coaching skills
• Proven ability to drive team engagement
• Excellent communication skills (verbal and written)
• Strong working knowledge of Excel, PowerPoint, Word
• Excellent critical thinking and analytical skills
• Ability to successfully drive process improvements
• Proven project management skills
• High level of professionalism and maturity; ability to quickly adapt to varied personality types
• Bilingualism (French and English) is an asset.

Education & Qualifications
• University Degree Required, preferably with a specialization in business or supply chain
• Minimum 5 years working experience in a customer service/operations environment
• 3-4 years’ experience leading a team of professionals or customer service agents as a supervisor or team lead
• Medical device industry experience is an asset
• Bilingualism (French and English) is an asset
• Internal applicants with an equivalent combination of education, experience and performance over time at Stryker will be considered

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