Supervisor, Customer Care (Hybrid)

Stryker Employment Company, LLC; Flower Mound (TX); Hybride; USD 77 000 - 168 000; Plein temps

Résumé du poste

Stryker in Flower Mound, Texas, is seeking a Customer Care leader to run a team handling quotes, order management, returns, and service transactions, and to drive performance through metrics and continuous improvement.

You will forecast staffing, coordinate with Sales, Finance, Operations, Service, Supply Chain and Manufacturing, coach staff, and translate changes into standardized procedures while managing escalations and preserving service levels.

Qualifications

• Bachelor's degree or 6 years of relevant experience in lieu of bachelor's degree.
• Minimum 4 years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage and develop team members.

Responsabilités

• Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
• Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements.
• Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues.
• Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.
• Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
• Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
• Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience.
• Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

Connaissances

Supervise and develop team

Formation

Bachelor's degree or 6 years of relevant experience in lieu of bachelor's degree

Outils

Salesforce

SAP

Genesys

Description du poste

Work Flexibility: Hybrid

In this role, you'll oversee a Customer Care team responsible for order management, customer quotes, service issue resolution, and operational support. You'll combine people leadership, operational oversight, and process improvement to help deliver exceptional customer outcomes while partnering across the business to drive continuous improvement.

What You Will Do

Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions. Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements. Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues. Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels. Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning. Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes. Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience. Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

What You Will Need

Required Qualifications

• Bachelor's degree or 6 years of relevant experience in lieu of bachelor's degree.
• Minimum 4 years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage and develop team members.

Preferred Qualifications

• Experience supervising, coaching, or developing employees in a customer-facing or operational environment.
• Experience with Salesforce.
• SAP, Genesys or similar.

United States of America Pay Ranges

• USN: $77,700 - $129,500 USD Annual
• US5: $81,600 - $136,000 USD Annual
• US10: $85,500 - $142,500 USD Annual
• US15: $89,400 - $148,900 USD Annual
• US20: $93,200 - $155,400 USD Annual
• US30: $101,000 - $168,400 USD Annual

View the U.S. work location and transparency guide to find the pay range for your location.

Travel Percentage: 10%

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. Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World's Best Workplaces! For more information, visit: www.stryker.com

Work Flexibility Remote - Role allows you to work the majority to 100% of time from an alternate workplace. These roles could have travel expectations, and you must work within the country of the job requisition location.

Field-based - You can expect to regularly work a majority to 100% of time at customer facilities and has a set territory or expectation to travel within a set boundary. Almost all sales roles would likely be qualified as field-based.

Onsite - Role is 100% located at a Stryker facility. Some ad hoc flexibility may be available depending on role, level, and job requirements. Manufacturing roles and any role that requires physical presence at the office would qualify under this category.

Hybrid - You can expect to regularly work in both an alternate workplace and a Stryker facility. Roles that are partially remote or co-located would qualify as hybrid, and the expectation to be onsite would be defined and agreed upon by your manager/supervisor.