customer relations Salt Lake City, UT
Job description
Why customer service at Stryker?
Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.
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
Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.
Who We Want:
Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members
Goal-oriented orchestrators. People who can effectively coordinate and focus the work of skilled employees toward an important goal, prioritizing the right activities that lead to success.
Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.
What You Will Do:
As a customer Service Experience Supervisor, you will lead customer retention (CRM), including resolving customer concerns and defining and developing a customer contact strategy. You will analyze operational processes and escalation procedures and perform training needs assessments to identify opportunities for service delivery improvements and value add to the customer/clients. You will connect customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries. You will review warranty claims. Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are done quickly and accurately and all client/customer service delivery issues are resolved.
This is a remote role, preferably located in the US West region. You will be required to travel 10% of the time to quarterly meetings, in-person meetings, and team-building activities.
You will:
Lead the team to provide outstanding service to internal and external customers for all requests.
Manage resources throughout the day and effectively addresses team escalations.
Partner with other supervisors and team leads to meet departmental requirements, needs, and goals.
Direct the success of the assigned team by managing people, equipment, and workload/capacity to meet customer needs.
Effectively address issues that arise with the team throughout the day.
Drive team continuous improvement initiatives.
Collaborate with Operations and Distribution to ensure the order-to-shipment process is efficient and supports the customer’s needs.
Interview, hire, train, develop, and engage top talent while ensuring a pipeline of talent is established for future roles.
Utilize SAP, Salesforce, MS Office Application, Teams
What You Will Need:
Bachelor’s degree required
2+ years of professional experience is required.
2+ of Customer service-related experience preferred.
2+ years of leadership experience preferred.
Experience with SAP, Salesforce, MS Office applications preferred.
Six Sigma Certification preferred
Compensation range is $57,000 - $115,100 per year, plus bonus eligible + Benefits (Health, Vision, Dental, 401K, Tuition Reimbursement, Employee Assistance Program, Wellbeing Program, Employee Stock Purchase Program). This information reflects the anticipated salary range for this position based on current national data. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
About Stryker
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.
The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.
More information is available at stryker.com
