Customer Service, Senior Supervisor - Newbury
Permanent Contract
The Customer Service, Senior Supervisor has direct reporting for the Customer Service Representatives (GG6-8).
The Customer Service, Senior Supervisor is fully responsible for the day-to-day running of the team, the training of their team members, processes within the team and the service that is provided.
The Customer Service, Senior Supervisor is also responsible for the performance management, development and engagement of their team and driving key initiatives.
The Customer Service, Senior Supervisor has strong knowledge of the processes but will be supported by the specialists. They will be closely supported by their direct line manager.
People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.
People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
Responsible for the day-to-day activities of the customer service reps, incl. Arranging returns and collections and handling proof of delivery and pricing requests
Manages the team of Customer Service reps (GG6-8), incl. performance, development, engagement and pay decisions
Monitoring KPIs and taking action to ensure all SLAs and KPIs are met
Project Management certification
4 years in a customer facing role (+5 if no degree)
1-2 years of (can be informal) team / project management
Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
Knowledge of Power BI and data analysis
Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
Knowledge about rules and laws in the medical device environment
Fluency in English + language of base country, spoken and written
A high degree of relationship building skills, self-awareness and emotional intelligence is required
Able to coordinate with project groups to develop solutions to problems
Understands what is needed to accomplish project objectives and establish appropriate goals and priority.
Strong collaborator which sets high performance standards
Relationship Builder – Builds and maintains relationships 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.