Address
Form of workWho we want-
- Leaders who drive performance improvements. Leaders who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.
- Goal-oriented orchestrators. Leaders who can effectively coordinate and focus the work of skilled employees toward an important goal, prioritizing to the right activities that lead to success.
- Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.
What you will do-
At Stryker, our Customer Experience team lives our Mission every day by ensuring our life-changing implants are delivered to customers for surgeries across the country. If you enjoy developing people, solving problems, learning about a complex business, and have a passion for serving customers – all while working at a company listed as #8 of the Fortune 100 Best Companies to Work For – then this could be the last job posting you ever need to read.
- Provide leadership, direction and coaching to the Customer Service Team by organizing resources, providing priority management, and ensuring performance metrics are met
- Responsible for hiring, training, onboarding, and forecasting staffing business needs to meet peak demands
- Handle issue escalation for Customer Service concerns and communicates with internal/external customers regarding resolution as required; escalates with Ops Management as required
- Responsible for developing each direct report and resolves personnel issues with tactfulness and emotional intelligence
- Partner with cross-functional partners to manage product allocation plans, recalls, and communication plans for customer facing teams
- Act as a liaison between customers, sales, service, and accounting to resolve status, order placement, shipment, and billing issues
- Responsible for keeping a pulse on the needs and pain points for the customer care team as well as customer experience; propose and implement solutions to drive efficiency
- Responsible for identifying and removing roadblocks for the customer care team. This includes, but is not limited to, monitoring, and ensuring data accuracy in ERP, escalating inconsistencies, and ensuring errors are reported and addressed by appropriate teams for quick resolution.
What you need-
- Bachelor’s degree
- 2+ years of experience - required
- Experience in people management and Customer Service - preferred
$62,700- $97,400 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
About Stryker
Our benefits:
12 paid holidays annually
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.
For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits
About Stryker
Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.
Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page
Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.
