Work Flexibility: Onsite
Summary:
The Customer Service, Senior Supervisor has direct reporting for the Customer Service Representatives (GG9) and/or Senior Customer Service Specialists (GG10). The Customer Service, Senior Supervisor is fully responsible for the day-to-day running of the team, the training of their team members, processes within the team and the service that is provided. The Customer Service, Senior Supervisor is also responsible for the performance management, development and engagement of their team and driving key initiatives. Customer Service, Senior Supervisor has strong knowledge of the processes but will be supported by the specialists. They will be closely supported by their direct line manager.
What you will do : 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 Manages the team of Customer Service reps (GG9) and/or Senior Customer Service Specialists (GG10), incl. 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 diploma/degree, or equivalent relevant experience 5-6 years in a customer facing role (+7 if no degree) 2-3 years of (can be informal) team / project management Ability to recruit, develop and engage high performing teams Requires 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 Knowledge of Power BI and data analysis Fluency in English, spoken and written
