Customer Service Supervisor

Work Flexibility: Hybrid

What you will do –

• Assist in the management of day-to-day CSR (Customer Service Representative) workload. And provide input CSR account management practices to ensure maximum productivity while managing, reporting, and analyzing metrics and productivity.
• Prepare ARO reports by collecting and analyzing customer pending order information and solicit business partner cooperation to positively impact overall results.
• Provide phone / electronic communications support for inquiries from sales and healthcare professionals.
• Keep records of customer interactions and transactions, details of inquiries, complaints, comments, and actions taken.
• Function as a resource in validating pricing in ERP system and facilitating the resolution of pricing discrepancies with internal and external business partners.
• Implement and support CS Quality initiatives to include Quality audits and post audit coaching / correction documentation.
• Function as a resource to ensure CSRs (Customer Service Representative) understand and implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes and by facilitating the timely resolution of lot code issues with the inventory team.
• Support accurate branch cycle counting process by communicating with CSRs any upcoming cycle counts that may require CSR action such as holding or communicating inventory transactions via billings / lot code reservations.
• Train/support new team members and other team members with problem resolutions and proper operations protocol and provide coaching/feedback/guidance to improve service levels, internal processes, and customer support methodology.
• Prepare performance goals for teams, provide ongoing feedback, and deliver annual performance reviews.
• Engage, interact, and respond in a prompt, accurate, courteous, and poised manner to encourage positive business relationships.

What you need-

Required -

• Bachelors' degree or 6+ years of equivalent, relevant experience in lieu of degree
• 2+ years of experience
• Excel experience
• Provide support beyond standard hours as needed if call volume and/or workload require additional time.

Preferred

• ERP systems and PowerBi experience

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.