Senior Supervisor, Customer Service
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
What you will do :
- 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 issuesidentifyingimprovements and escalating issues to their direct manager
- Monitoring KPIs andtaking actionto ensureall SLAs and KPIs are met
What you need :
Required:
- 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
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
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. Alongsid ... View more
