Senior Customer Experience Supervisor

Senior Customer Experience Supervisor
As Senior Customer Experience Supervisor you will be based in our Amsterdam office supporting our local regions. Reporting directly to you are the Customer Service Representatives. In this role, you are fully responsible for the day-to-day running of the team, the training of your team members, processes within the team and the service that is provided. You are also responsible for the performance management, development and engagement of your team and driving key initiatives. You have strong knowledge of the processes but will be supported by the specialists.

What you will do:

You are responsible for the day-to-day activities of the Customer Service representatives, including compliance with processes. The team activities include:

• Processing orders and credits

• Arranging returns and collections and handling proof of delivery and pricing requests

• Handling incoming e-mails and calls

• Proactively communicating with internal & external customers

• Investigating and resolving invoice disputes

• Logging and follow up of issue resolution and related communication back to the customer

• Managing the team of Customer Service Representatives, including performance, development, engagement and pay decisions

• Takes responsibility for problem solving issues, identifying improvements, and escalating issues to their direct manager.

• Monitoring KPIs and taking action to ensure all SLAs and KPIs are met

What you need:

Required:

• College or university degree

• 4 years in a customer facing role (5+ years of experience if no degree)   

• Fluency in English, and fluency in French (preferred) or Dutch, all spoken and written

• 1-2 years of experience (can be informal) of team / project management 

• Ability to recruit, develop and engage high performing teams 

• Thorough functional knowledge of the end-to-end supply chain and OTC Processes, from within Stryker or from external experience

• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet 

• Good ERP system knowledge, Oracle preferred

• Knowledge of data analysis 

Preferred:

• Lean green belt

• Project Management certification

• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)

• Knowledge about rules and laws in the medical device environment

• Experience with continuous / process improvement

• Experience of managing a team within a matrix organization

What we offer:

• Flat hierarchies and responsibility. Through flat hierarchies, we strengthen the initiative and willingness of our employees to take over responsible tasks.

• We grow talent. At Stryker we offer great personal and internal career development for our employees, with the possibility to make both vertical and lateral position movement.

• Team spirit & engagement. We create engaged and inclusive teams that encourage colleagues to share their diverse perspectives and opinions.

• Competitive salary and Benefits. With us, you will receive a competitive salary and benefits commensurate with your job.

• Recognition of your performance. At our company, outstanding individual and cross-functional team performance is rewarded. Ideas, projects, or other exceptional achievements can be submitted for various awards on a local and global level.

• Stryker Women's Network (SWN). The SWN is committed to an open and modern corporate culture that fosters the development of talented and dedicated women. SWN is open to all employees and strongly advocates an inclusive work environment.