Associate Customer Care Manager Jobs in Atlanta at Stryker

Title: Associate Customer Care Manager

Company: Stryker

Location: Atlanta

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

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.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

Who We Want

Dedicated Leaders. People who seek out the right business solutions and can influence groups and individuals both with customers as well as internally.

Innovators. People who are open to looking at problems from different angles, continually applying new knowledge to your work, and seeking creative ways to meet challenges.

Achievers. People who thrive in a fast-paced environment and are not afraid to go the extra mile for the good of the team.

Collaborative Partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

What You Will Do

Manage the activities of Customer Care employees in all pre- and post-sale service functions including but not limited to hiring, training, and developing team members; fostering a positive work environment focused on providing the highest level of service to customers; developing, refining, and ensuring compliance with policies and procedures; serves in a leadership capacity for the business unit supported.

Responsible for Customer Care support teams including but not limited to hiring, onboarding, and developing team members; monitoring, reporting on, and managing performance for direct reports; resolving personnel issues; forecasts staffing needs to meet peak demands of the business.

Monitor and report daily Customer Care service results and metrics. Ensures effective administration of customer and salesforce service functions. Responsible for developing and executing strategic solutions to drive improvements when metrics and service results are not met.

Work with leadership team of associated business unit to develop strategic initiatives including key performance indicators and functional objectives. Develops new business processes and programs to improve call quality and customer response times.

Oversee staffing of support systems such as Salesforce, Call Copy, and EDI to ensure orders are flowing through the system correctly to meet the needs of our customers and that all team members are trained as changes are made.

Responsible for managing and improving visibility to monthly revenue performance and aging orders.

Drive process change and accountability amongst teams to provide an exceptional experience for internal and external customers.

Partner with cross functional partners to manage product allocation plans, recalls, and communication plans for customer facing teams.

Monitor and ensure data accuracy in ERP.

Act as a liaison between customers and manufact…

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