Job Details

Associate Customer Service Manager

Company name
Stryker.

Location
Flower Mound, TX

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Profile

About Stryker

Stryker is one of the world’s leading medical technology companies and together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives. Stryker products and services are available in over 100 countries. All 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.

Job Description / Information

Develops and/or ensures implementation of divisional customer service programs (Domestic and International).

May act as a liaison between customers and manufacturing, sales, service, and accounting to resolve status, commissions, order accuracy, production, delivery and billing issues.

Evaluates customer/sales service performance results and ensures corrective action takes place in order to achieve goals.

Leverages volume, capacity, productivity and lead time metrics to evaluate current processes and drive improvements.

Ensures effective administration of the sales service functions.

Has frequent contact with customers and sales teams, via telephone and email.

Ensures appropriate team training is conducted.

Submits periodic reports on the status of customer/sales service goal attainment and other related reports.

Administers the customer service telephone que, including the front desk (central in-bound call que).

Utilizes the following equipment: Computer (PC and MIS), related software, calculator, fax machine, telephone.

Responsible for accurate and timely reporting of Orders information.

Partners with Marketing and R&D to develop the CAD/CS Team’s strategy for supporting new product launches.

Partners with the Customer Care, Customer Service and Operations Teams to analyze and improve the order to installation process

Responsible for Commissions support with Sales Ops team.

Responsible for staffing customer service/CAD team and organizing/prioritizing activities to achieve goals.

Responsible for developing and maintaining a high level of engage, high morale and development plans for subordinates.

Responsible for inter-departmental compliance with company policies and corrective actions.

Other duties as assigned by manager.

Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

Minimum Qualifications

Physical requirements

Sedentary work: exerting up to 10 pounds of force occasionally and/or a minimal amount of force frequently or constantly to lift, carry, etc. Generally involves sitting most of the time.

Mental requirements

Effective reading and writing skills.

Excellent math skills (addition, subtraction, multiplication, division, some algebra, some statistics).

Able to develop and explain detailed proposals, guidelines and procedures.

Able to analyze and resolve complex service related issues using independent judgment.

Able to routinely make decision which may affect immediate operation and have a company- wide impact.

skills/Experience required

Excellent interpersonal skills and communication skills.

Excellent analytical and organizational skills.

Computer literate.

Effective Leadership/supervisory skills.

General understanding of business processes, especially as they relate to Customer Service.

AutoCAD, Revit, Solidworks or equivalent CAD software experience preferred

CRM/CPQ/ERP experience preferred.

Experience in a commercial managerial role a plus.

education/training required

B.B.A. or B.S., preferably in business or related discipline.

MBA is desirable.

Company info

Stryker.
Website : http://www.stryker.com

Company Profile
Stryker is one of the world's leading medical technology companies and, together with our customers, we are driven to make healthcare better. The Company offers a diverse array of innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. Stryker is active in over 100 countries around the world.

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