Customer Experience Supervisor (Remote)

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

Job summary

Join a leading medical technology company as a Customer Experience Supervisor, where you will lead a team focused on delivering exceptional service. This remote role involves hands-on management of customer service operations, fostering a positive team environment, and ensuring customer retention through strategic engagement. You will also analyze operational processes to drive improvements, collaborate with various departments, and participate in hiring and training the next generation of talent.

Benefits

Medical and prescription drug insurance

Dental and vision insurance

Health Savings Account (HSA)

401(k) plan

Employee Stock Purchase Plan (ESPP)

Qualifications

• 2+ years of leadership experience required.
• 2+ years of customer service-related experience is required.
• Professional experience of 2+ years required.

Responsibilities

• Lead and mentor a team of Customer Service Representatives.
• Monitor team performance and provide coaching.
• Manage customer retention strategies and resolve concerns.

Skills

Leadership

Customer Service

Team Building

Problem Solving

Continuous Improvement

Education

Bachelor's degree

Tools

SAP

Salesforce

MS Office Applications

Genesys

Job description

Join to apply for the Customer Experience Supervisor (Remote) role at Stryker

Join to apply for the Customer Experience Supervisor (Remote) role at Stryker

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.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Appliances, Electrical, and Electronics Manufacturing, Industrial Machinery Manufacturing, and Medical Equipment Manufacturing

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