Supervisor, Customer Service
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Summary:
TheCustomerServiceSupervisorhas direct reporting for theCustomerServiceRepresentatives(GG8)and/orCustomer Service Specialists(GG9). TheCustomerServiceSupervisorisfully 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 ServiceSeniorSupervisorisalso responsible for the performance management development and engagement of theirteamand driving key Service Supervisorhasstrong knowledge of the processes but will be supported bythe specialists. They will beclosely supportedby their direct line manager.
What you will do:
Responsible for the day-to-day activities of the customer service reps(GG8)and/orCustomer Service Specialists (GG9) including compliance with processes.
Theteamactivities include:
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 (GG8)and/orCustomer Service Specialist(GG9) 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 aremet
What you need:
Required:
College or universitydiploma/degree or equivalent relevant experience
4years in a customer facing role(5if no degree)
1-2 years 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 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
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
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
