Summary:

The Customer Service, Supervisor has direct reporting for the Customer Service Representatives (GG8) and/or Customer Service Specialists (GG9). The Customer Service, 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, 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:

Responsible for the day-to-day activities of the customer service reps (GG8) and/or Customer Service Specialists (GG9), including compliance with processes. 

The team activities include: 

• 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 (GG8) and/or Customer Service Specialist (GG9), 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 

• 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  

• 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   

Preferred: 

• Lean Green Belt 

• Project Management certification 

• Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)  

• Knowledge about rules and laws in the medical device environment  

• Experience with continuous / process improvement  

• Experience of managing a team within a matrix organisation 

Competencies / Behaviors 

• Excellent interpersonal skills are required in the Supervisor role  

• A high degree of relationship building skills, self-awareness and emotional intelligence is required  

• Able to coordinate with project groups to develop solutions to problems  

• Understands what is needed to accomplish project objectives and establish appropriate goals and priority. Demonstrate clear evidence of objective measurement of their achievements  

• Ability to work on their own initiative, prioritizing and organising workload for themselves and their team 

• Selects effective approaches to solving issues, based on available information and business objectives, and mobilizes teams and stakeholders to implement solutions 

• Highly customer focused  

• Strong collaborator which sets high performance standards  

• Strong internal drive and motivation to make a difference and add value to an organisation  

• Positive, optimistic mindset and can-do attitude  

• Proactive - A self-starter who has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately  

• Acts with integrity  

• Decision Making/Judgement - Selects effective approaches to solving issues, based on available information and business objectives. Understands and considers impact of decisions  

• Innovation & Creativity - Develops and champions new ideas  

• Relationship Builder - Builds and maintains relationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness