Senior Supervisor, Customer Service

PowerToFly; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global leader in healthcare technology is seeking a Customer Service, Senior Supervisor to oversee the customer service team. This role involves managing daily operations, training team members, and ensuring high-quality service delivery. The ideal candidate will have extensive customer service experience, strong team management skills, and a thorough knowledge of supply chain processes. This position offers a chance to impact healthcare outcomes positively.

Qualifications

• 5-6 years in a customer-facing role.
• 2-3 years of experience in team/project management.
• Knowledge of end-to-end supply chain processes.

Responsibilities

• Manage day-to-day operations of the customer service team.
• Handle order processing and customer inquiries.
• Monitor KPIs to ensure service levels are met.

Skills

Customer service

Team management

Problem solving

Relationship building

Data analysis

Fluency in English

Education

College or university diploma/degree

Tools

MS Excel

MS Outlook

MS Word

ERP systems

Power BI

Job description

Summary

TheCustomer Service, Senior Supervisorhas direct reporting for theCustomerServiceRepresentatives(GG9)and/orSenior Customer Service Specialists(GG10). TheCustomer Service, SeniorSupervisorisfully responsible for the day-to-day running of the team, the training of their team members, processes within theteamand the service that is provided. TheCustomer Service, SeniorSupervisorisalso responsible for the performance management, development and engagement of theirteamand driving key initiatives.Customer Service, SeniorSupervisorhasstrong knowledge of the processes but will be supported bythe specialists. They will beclosely supportedby their direct line manager.

Responsibilities

• Processing ordersandcredits
• Arranging returns and collections and handling proof of delivery and pricing requests
• Handling incoming e-mails and calls
• Proactively communicating with internal & external customers
• Investigating and resolving invoice disputes
• Logging and follow up of issue resolution and related communication back to the customer
• Manages the team of Customer Service reps (GG9)and/orSenior Customer Service Specialists (GG10), incl. performance, development, engagement and pay decisions
• Takes responsibility for problem solving issues,identifyingimprovements, and escalating issues to their direct manager
• Monitoring KPIs andtaking actionto ensureall SLAs and KPIs are met

Qualifications

• College or universitydiploma/degree, or equivalent relevant experience
• 5-6years in a customer facing role(+7if no degree)
• 2-3years of (can be informal) team / project management
• Ability to recruit, develop and engage high performing teams
• Requires thorough functional knowledge of the end-to-end supply chain and OTC Processes, from within Stryker or from external experience.
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• Good ERP system knowledge
• Knowledge of Power BI and data analysis
• Fluency in English, spoken and written

Preferred

• Lean Green Belt
• Project Managementcertification
• Experience with reverselogisticsand consignment type business (such as Medical Device, Healthcare Markets)
• Knowledge about rules and laws in the medical device environment
• Experience with continuous / process improvement
• Experience of managing a team within a matrix organisation

Competencies/ Behaviors

• Excellent interpersonal skills arerequiredin the Senior Supervisor role
• A high degree of relationship building skills, self-awareness and emotional intelligence isrequired
• Able to coordinate with project groups to develop solutions to problems
• Understands what is needed toaccomplishprojectobjectivesandestablishappropriate goalsand priority. Demonstrateclear evidenceof objective measurement of their achievements
• Ability to work on their own initiative, prioritizing and organising workload for themselves and their team
• Selects effective approaches to solving issues, based on available information and businessobjectives, and mobilizes teams and stakeholders to implement solutions
• Highly customer focused
• Strong collaborator which sets high performance standards
• Strong internal drive and motivation to make a difference and add value to an organisation
• Positive, optimistic mindset and can-do attitude
• Proactive - Aself-starterwho has a pro-active and independent personality, ability to manage their own workload and prioritise appropriately
• Acts with integrity
• Decision Making/Judgement - Selects effective approaches to solving issues, based on available information and businessobjectives. Understands and considers impact of decisions
• Innovation & Creativity - Develops and championsnew ideas
• Relationship Builder - Builds andmaintainsrelationships with key internal stakeholders and with key clients/customer groups that support and improve effectiveness

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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.