Customer Service, Senior Supervisor at Stryker

Newbury, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

College or university degree, or equivalent relevant experience
4 years in a customer facing role (+5 if no degree)
1-2 years of (can be informal) 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 external experience)
Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
Good ERP system knowledge
Knowledge of Power BI and data analysis
Fluency in English + language of base country, spoken and written
Excellent interpersonal skills, relationship building, self-awareness and emotional intelligence
Ability to coordinate with project groups to develop solutions
Ability to establish goals and priorities to accomplish objectives
Ability to work on own initiative, prioritizing and organizing workload for self and team
Ability to select effective approaches to solving issues and mobilize teams/stakeholders

Responsibilities

Direct reporting for Customer Service Representatives (GG6-8)
Day-to-day running of the team, including training of team members and processes within the team
Ensuring the service provided by the team
Performance management, development, engagement of the team and driving key initiatives
Day-to-day activities of customer service reps, including compliance with processes
Team activities: processing orders and credits; arranging returns and collections; 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 communication back to the customer
Manage the team of Customer Service reps (GG6-8), including performance, development, engagement and pay decisions
Problem solving issues, identifying improvements, and escalating issues to direct manager
Monitoring KPIs and taking action to ensure all SLAs and KPIs are met

Skills

Key technologies and capabilities for this role

Customer ServiceTeam ManagementPerformance ManagementProcess ImprovementTrainingOrder ProcessingInvoice Dispute ResolutionComplianceProblem SolvingCross-functional Collaboration

Questions & Answers

Common questions about this position

What work arrangement does this position offer?

The position offers hybrid or onsite work flexibility.

What are the essential experience and skills required for this role?

Essential requirements include 4 years in a customer-facing role (or +5 if no degree), 1-2 years of team or project management, ability to recruit and develop high-performing teams, thorough knowledge of end-to-end supply chain and OTC processes, advanced MS Office skills, good ERP knowledge, and Power BI/data analysis.

What is the salary or compensation for this position?

This information is not specified in the job description.

What kind of team does this role supervise?

The role supervises a team of Customer Service Representatives (GG6-8) and is fully responsible for their day-to-day running, training, performance management, development, engagement, and pay decisions.

What qualities make a strong candidate for this supervisor role?

Strong candidates are detail-oriented process improvers, collaborative partners who build cross-functional relationships, and dedicated achievers who thrive in fast-paced environments; experience in process improvement, team management, and supply chain knowledge is highly valued.

Stryker

Develops and manufactures medical devices and equipment

About Stryker

Stryker develops and manufactures medical devices and equipment aimed at improving patient care and surgical efficiency. Their products include surgical tools, neurotechnology devices, and orthopedic implants, which are sold directly to hospitals and clinics. Stryker stands out from competitors by focusing on high-quality products and a commitment to advancing healthcare solutions. The company's goal is to enhance the overall healthcare experience for both patients and medical professionals.

Kalamazoo, MichiganHeadquarters

1941Year Founded

$423.3MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Medical & prescription plans

Supplemental health benefits

Flexible Spending accounts

Employee Assistance Program

Short-term & long-term disability

Tuition reimbursement

401(k) plan

Employee Stock Purchase Plan

Risks

Integration challenges from acquisitions may strain Stryker's resources.

Rapid tech advancements risk obsolescence of Stryker's current products.

Regulatory scrutiny on acquisitions could delay Stryker's market entry.

Differentiation

Stryker's acquisitions enhance its minimally invasive surgical solutions portfolio.

Entry into the peripheral vascular segment diversifies Stryker's market presence.

Stryker's focus on AI integration boosts diagnostic accuracy and operational efficiency.

Upsides

Growing demand for minimally invasive solutions aligns with Stryker's strategic acquisitions.

The orthopedic implants market growth benefits Stryker's expanding product line.

Stryker's acquisition of Inari Medical positions it in a high-growth vascular market.

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