Customer Experience Supervisor (Remote)

Lensa; Salt Lake City (UT); Remote; USD 60,000 - 122,000; Full time

Job summary

A leading company in the IT services industry is seeking a Customer Experience Supervisor to lead a remote team dedicated to outstanding customer service. This mid-senior level role includes training, mentoring, and managing performance in a fast-paced environment. Successful candidates will possess a bachelor's degree and significant experience in both customer service and leadership.

Benefits

Health benefits including medical, dental, and vision insurance.

401(k) plan and Employee Stock Purchase Plan (ESPP).

Flexible Spending Accounts (FSAs).

Wellbeing program and personalized healthcare support.

Qualifications

• 2+ years of customer service-related experience is required.
• 2+ years of leadership experience required.
• Mid-Senior level position.

Responsibilities

• Lead and mentor a team of Customer Service Representatives.
• Monitor and evaluate team performance.
• Manage customer retention and define contact strategy.

Skills

Team Leadership

Customer Service

Coaching

Communication

Issue Resolution

Continuous Improvement

Education

Bachelor’s degree

Tools

SAP

Salesforce

Genesys

MS Office Applications

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Stryker, is seeking professionals. Apply via Lensa today!

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.

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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