Associate Manager, Customer Service â Commercial Partner - MEA

Stryker; Remote; AED 60,000 - 120,000; Full time

Job summary

A global medical technology company is seeking a Manager to oversee customer retention and enhance service delivery processes. The ideal candidate will have a graduate degree in Business or Logistics, a minimum of 6 years of relevant experience, and strong skills in operational analysis and CRM systems such as Oracle and SAP. This role is remote and plays a critical part in improving customer interactions and compliance with company standards while ensuring swift resolution of client issues.

Qualifications

• Minimum 6 years of experience in a similar role.
• Strong background in customer service processes and operational efficiency.
• Proficient in English communication.

Responsibilities

• Manage customer retention and resolve concerns effectively.
• Analyze operational processes to enhance service delivery.
• Conduct onboarding sessions for clients and team members.

Skills

Customer retention management

Operational process analysis

Training needs assessment

CRM methodologies

Excellent English communication

Education

Graduate degree in Business or Logistics

Tools

Oracle

SAP

Job description

Work Flexibility: Remote

What You Will Do

• Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Analyzes operational processes escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and add value to the customer/clients.
• Conducting onboarding sessions for new clients and team members and Support CS team with order entry tracking and processing whenever is needed
• Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries.
• Develops and manages return materials authorization (RMA) processes for ensuring customer returns exchanges service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
• Ensure compliance with legal regulatory and company standards and complete commercial report performance (projection) and KPIs to senior management.
• Analyze pricing profitability and customer data to inform decision-making.
• Coordinate and ensure fulfillment of tender obligations: coordinate with internal teams to gather information process orders ensuring compliance with tender requirements and collaborating with legal and finance departments.
• Serve as the primary point of contact for Escalations for Order delivery improvement reviews warranty claims.
• Participates in initiatives related to termination process and integration of new ICs.
• Assist during Divisional BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager.

What You Need

• Graduate degree in a Business or Logistics discipline(s) or relevant field.
• Experience in Oracle SAP and CS processes
• Excellent knowledge of English
• Minimum 6 years of similar experience

Travel Percentage: None

Required Experience

Manager