Customer Support Supervisor Hybrid

Portage, WI - USA

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Work Flexibility: Hybrid or Onsite

The Customer Support Supervisor is responsible for leading the Customer Support team at our Portage MI this role you will manage our customer excellence representatives performance customer experience performance to budget team building employee engagement new product implementation and general customer service activities will be part of the day-to-day operations in this role.

This is a hybrid role located in Kalamazoo MI. This role requires a hybrid schedule in office Monday-Wednesday.

What you will do:

Responsible for all team performance in the areas of quality customer experience order entry order management team building employee engagement and new product implementation/ discontinuation.
Personnel management including scheduling providing assistance timecards talent reviews common annual reviews performance management and ensures that proper procedures and policies are in place for excellence in Customer Support within a call center environment.
Employee engagement- Responsible and accountable for actions promoting an environment that fosters teamwork empowerment personal growth and development.
Supports the recruitment of temporary and permanent talent to the team.
Ensures new hires are onboarded and meet employment criteria.
Responsible for ensuring individuals and team consistently achieves or exceeds all performance metrics as applicable. Metrics include but are not limited to customer experience service levels call evaluations 100% SLMS completion 24 hour or better response time overtime budget and productivity.
Responsible for ensuring all team members within team are trained in accordance with standardized work instructions.
Adheres to standards of training and providing documentation continuous performance enhancement and activities may include but are not limited to the following: audits standardized work instructions and customer experience.
Providing best-in-class products services and quality.
Lead and/or participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
Partner with Sales Directors Regional Managers Sales OPS Marketing and Quality and Regulatory Representatives to resolve issues.

What you will need:

Required:

Bachelors degree OR HS Diploma AND 6 years of customer support experience required in lieu of Bachelors degree
2 years of work experience required

Preferred:

SAP JDE CPQ Service Max and Sales Force experience preferred
2 years of proven people leadership experience preferred

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 contractors legal duty to furnish information.

Required Experience:

Manager

Work Flexibility: Hybrid or OnsiteThe Customer Support Supervisor is responsible for leading the Customer Support team at our Portage MI this role you will manage our customer excellence representatives performance customer experience performance to budget team building employee engagement new prod...

Work Flexibility: Hybrid or Onsite

This is a hybrid role located in Kalamazoo MI. This role requires a hybrid schedule in office Monday-Wednesday.

What you will do:

Responsible for all team performance in the areas of quality customer experience order entry order management team building employee engagement and new product implementation/ discontinuation.
Personnel management including scheduling providing assistance timecards talent reviews common annual reviews performance management and ensures that proper procedures and policies are in place for excellence in Customer Support within a call center environment.
Employee engagement- Responsible and accountable for actions promoting an environment that fosters teamwork empowerment personal growth and development.
Supports the recruitment of temporary and permanent talent to the team.
Ensures new hires are onboarded and meet employment criteria.
Responsible for ensuring individuals and team consistently achieves or exceeds all performance metrics as applicable. Metrics include but are not limited to customer experience service levels call evaluations 100% SLMS completion 24 hour or better response time overtime budget and productivity.
Responsible for ensuring all team members within team are trained in accordance with standardized work instructions.
Adheres to standards of training and providing documentation continuous performance enhancement and activities may include but are not limited to the following: audits standardized work instructions and customer experience.
Providing best-in-class products services and quality.
Lead and/or participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.
Partner with Sales Directors Regional Managers Sales OPS Marketing and Quality and Regulatory Representatives to resolve issues.

What you will need:

Required:

Bachelors degree OR HS Diploma AND 6 years of customer support experience required in lieu of Bachelors degree
2 years of work experience required

Preferred:

SAP JDE CPQ Service Max and Sales Force experience preferred
2 years of proven people leadership experience preferred

Travel Percentage: 10%

Required Experience:

Manager

Key Skills

Design Engineering
Baan
Customer Service
Fund Management
ABAP
Elevator

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About Company

Stryker

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

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