Supervisor, Customer Service - Jobs in Waterdown, ON

Job Description

About StrykerStryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.comJob Title: Supervisor, Customer Service Date: May 2021Reports To: Senior Manager, Customer Service Department: Customer ServiceJob OverviewThe Customer Service Supervisor is responsible for the day-to-day operations of the Customer Service team, ensuring that an optimal level of service is provided to all of Stryker Canada’s internal and external customers. This individual will collaborate on the planning and execution of strategic initiatives to improve systems and processes to deliver exceptional customer experience and efficient workflows, in partnership with the Customer Service Management Team. The Customer Service Supervisor must serve as a contributing member of the Customer Service team while championing Stryker’s Vision, Promise and Mission.ResponsibilitiesLeadership/People Development:Coach, develop and lead direct reports by providing developmental and growth opportunitiesConduct regular one-on-one meetings with each team member to motivate, engage, help to resolve challenges and celebrate successesBuild and maintain exceptional employee engagement throughout the departmentOversee individualized training and development plans for direct reportsConduct annual performance reviews and interim performance reviewsConduct employee engagement sessions annually, and create and execute action plans based on these sessionsResponsible for departmental compliance with company policies and corrective actionsProactively collaborate with internal teams/departments to promote a culture of inclusiveness and cooperationResponsible to live and exemplify Stryker’s Values: Integrity, Accountability, People, and PerformanceFunctional Responsibilities:Provide leadership, direction and coaching to the Customer Service Team by organizing resources, providing priority management and ensuring performance metrics are metLead regular departmental and team meetings to review activity, address issues, provide recognition, and drive team engagementLead the development and coordination of continuous improvement initiatives within the team/departmentEnsure Customer Service process knowledge is introduced and reinforced as requiredHandle issue escalation for customer service concerns and communicates with internal/external customers regarding resolution as required; escalates with Ops Management as requiredPerform root cause analysis, corrective action and troubleshooting duties using A3 problem solving methodologiesCreate and tracks KPI’s to measure team performanceParticipate in and lead workstreams for departmental implementations of integrations; partner operations/enabling function counterparts to ensure customer experience is maximizedCollaborate with Customer Service Management Team to develop and align technologies and workflow strategies to address customer needs and key business plans (EDI, CRM, ERP)Handle regular reporting including weekly shipments forecast to Business Unit DirectorsResponsible to ensure that all departmental work Instructions/SOP’s are updated/maintainedRepresent Customer Service in cross-departmental task forces/projects, including acquisitions and integrations of new businessesEnsure that all team members act in compliance with the Company safety, Quality and Compliance standardsOther duties as assigned by ManagerConduct & ComplianceAbide by and support the policies set forth in the Stryker Code of ConductUnderstand that compliance with the Code of Conduct, as it may be amended by Stryker Corporation from time to time, is a condition of continued employment with StrykerConduct work in compliance with all laws, rules, and regulations and in accordance with Stryker’s high ethical standardsReport any violations of these policies and procedures to Stryker management or in the manner outlined in Stryker’s Ethics Hotline PolicyKnowledge & Skill RequirementsProven ability to positively influence others, drive team and employee engagement, and effective change management within fast-paced environmentsDemonstrates strong leadership and coaching/mentorship skillsExcellent communication and presentation skillsStrong critical thinking and analytical skills; ability to effectively resolve complex problems within a fast-paced environmentDemonstrates well-developed ability to anticipate impact and proactively take initiative beyond direct responsibilities to ensure customer and employee experience are maximizedStrong knowledge of supply chain/operations/customer serviceAbility to show discretion and maintain confidentialityStrong working skills with Excel, PowerPoint, Word, CRM, ERPAbility to successfully drive process improvements and manage/oversee projectsHigh level of professionalism and maturity; ability to quickly adapt to varied personality typesSuperior time management skills: ability to manage multiple functions and adhere to deadlinesBilingualism (French and English) is an assetEducation & QualificationsUniversity Degree Required, preferably with a specialization in business or supply chainMinimum 5+years working experience in a customer service/operations/supply chain environmentMinimum 2+ years’ experience leading a team of professionals or customer service agents as a supervisor or team leadLean Six Sigma Certification an assetMedical device industry experience is an assetBilingualism (French and English) is an assetInternal applicants with an equivalent combination of education, experience and performance over time at Stryker will be consideredKnow someone at StrykerBe sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program.