Customer Experience Supervisor (Remote)

Stryker; Fremont (CA); Remote; USD 60,000 - 122,000; Full time

Job summary

A leading company in the medical device sector seeks a Customer Service Supervisor to mentor a team, ensuring high service levels and improving operational processes. This remote role requires strong leadership skills and customer service experience, with a competitive salary and comprehensive benefits package.

Benefits

Medical and prescription drug insurance

Dental insurance

Vision insurance

401(k) plan

Employee Stock Purchase Plan (ESPP)

Wellbeing program

Qualifications

• Bachelor's degree required.
• 2+ years of professional and customer service-related experience required.
• 2+ years of leadership experience required.

Responsibilities

• Lead a team of Customer Service Representatives to ensure high service levels.
• Manage team performance and provide coaching.
• Collaborate with various departments to resolve customer inquiries.

Skills

Leadership

Customer Service

Team Management

Continuous Improvement

Education

Bachelor's degree

Tools

SAP

Salesforce

MS Office Applications

Genesys

Job description

What You Will Do:

The Customer Service Supervisor is responsible to lead, train, and mentor a team of Customer Service Representatives, providing guidance and support to ensure the highest levels of Customer Service. Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity. This role will manage team building, employee engagement, new product implementation, and general customer service activities will be part of the day-to-day operations. 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 value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

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, Genesys, MS Office Application, Teams
  
  

What You Will Need (Required):

• Bachelor’s degree required.
• 2+ years of professional experience is required.
• 2+ of Customer service-related experience is required.
• 2+ years of leadership experience required.
  
  

What You Will Need (Preferred):

• Experience with SAP, Salesforce, MS Office applications preferred.
• Medical Device or Healthcare experience preferred
• Call Center Experience preferred
  
  

*$60,100 - $121,600 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.*

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.