Team Leader, Customer Experience

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

Who We Want

· Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.

· Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.

· Network builders. Managers who build connections with other teams and divisions and coordinate cross-functional collaboration.

· Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.

· Quality-focused team drivers. People who push their team to deliver the highest quality products and solutions in a timely manner.

· Insightful advisors. Managers who lead strategy development and provide guidance to teams.

What You Will Do

The environment and culture for this role is fast-paced and you’ll be constantly switching gears. It requires the ability to solve complex problems while maintaining strong relationships with your team, customers, internal partners, and sales representatives. Through time as a Team Lead, the foundation is laid to strengthen your managerial and customer support skills which are a springboard for growth within Stryker.

· Directs and guides day to day function of team to ensure order entry accuracy and efficiency, collecting PO’s, driving down Open ARO orders, building and maintaining professional relationships with internal and external customers.

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

· Assist customer service representatives by addressing issues when necessary

· Provide phone support for inquiries from sales and healthcare professionals

· Train and support new team members and other team members with problem resolutions and proper operations protocol

· Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships. Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment

· Process all work in accordance with relevant working practices and standard operating procedures

· Provide coaching, feedback and guidance to improve service levels, internal processes and customer support methodology

· Provide support beyond standard hours as needed if call volume and/or workload require additional time

· Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.

· Keep records of customer interactions and transactions in CRM system, details of inquiries, complaints, and comments, as well as actions taken.

· Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.

· Prepare product or service reports by collecting and analyzing customer information.

· Manage, report and analyze Customer Service metrics and productivity.

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

What You Need

• A passion for developing people, supporting customers, and solving problems

• A Bachelors degree

• 2+ years of leadership/management experience preferred

• Strong communication skills

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.