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For your reference, we have included the original job posting below.
Manager, Customer Service
Job Number:
45058815
Company Name:
Stryker Corporation
Job Location:
Alameda, CA US
Job Categories:
Customer Service Clerical & Administrative
Manager, Customer Service
Join this rapidly growing Division of Stryker in Alameda and provide leadership to the Customer Service and Field Clinical teams to ensure their ability to deliver world class customer service and planning as measured by performance metrics. •Develop and implement short and long-term objectives for the team and individual team members. •Manage, coach, mentor, and develop the performance of team to drive and support a high performance work culture; includes writing and delivering performance appraisals, administering disciplinary action, providing positive recognition, liaising with Human Resources to ensure consistency in administration and compliance with Company policies, focusing on the development of high-potential employees and crafting succession plans, and establishing a collaborative environment that encourages and supports employee engagement. •Actively lead operational support for domestic customers. Including, but not limited to, supporting product order inquiries. •Develop, implement and maintain quality and customer intimacy metrics, support 3rd party call center (direct to consumer) operations and evaluate trends to improve service to our clients. •Develop and manage the departmental budget(s). •Ensure employees are provided with proper training and development. •Monitor and ensure proper staffing levels are maintained and produces contingency plans for coverage in times of high volume, heavy employee vacation periods, etc. •Build a strong, talented team through active participation in employee selection and recruiting activities. •Drive compliance to FDA, ISO and Company requirements, including all safety, quality and operational documentation and practices.
Qualifications/Work Experience
•3 years experience managing a Customer Service operation. •3 years experience and a demonstrated thorough understanding of supply chain management and logistics within a complex global distribution environment. •2 years of planning experience preferred. •Demonstrated understanding of the customer service value chain of handling, resolving and following up on client inquiries. •Demonstrated success in implementing customer service and distribution related performance measures/metrics and productivity analyses. •Demonstrated team leadership, communication and talent evaluation and performance management skills.
Education and/or Special Training
Bachelor's Degree in Business or other related technical field of study.
