Lead Specialist, Customer Operations

Work Flexibility: Hybrid

Who we want:

• Hard-working winners. Confident, competitive and results-oriented professionals who create a track record of success.

• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
• Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders.
• 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:

• Mentor a team of customer service representatives, providing guidance, training, and ongoing support to enhance their performance and development.
• Manage daily operations, including monitoring and ensuring adherence to service level agreements (SLAs), quality standards, and productivity targets.
• Global order management SME and project lead that will be interfacing GQO and Division in SAP IBP regarding order management and implementation
• Action order management (order entry, confirmation, allocation, and analysis) to maximize ordering/replenishment policies.
• Handle escalated customer inquiries or issues, working closely with team members to resolve complex problems and provide prompt and effective solutions.
• Collaborate with cross-functional teams, such as supply planning, marketing, and IBP, to drive initiatives and improve overall customer satisfaction.
• Develop and implement standard operational processes and procedures to streamline workflows and enhance efficiency in customer operations.
• Analyze data and metrics to identify trends, patterns, and areas for improvement, and take proactive measures to enhance the customer experience.
• Foster a positive and collaborative team environment, promoting a culture of continuous improvement, teamwork, and customer-centricity.
• Coordinate/lead/monitor internal and external customer-related projects.
• Point person for IBP/ CS Team Reporting: Open Order Reports, Daily Backorder Reports, Weekly Backlog Reports, Shipping reports, Order policy analysis, Monthly business metrics, and any other reports required for IBP as well as Customers.
• Conduct analysis and presentations in Excel to aid decision making-
  • Highly effective communicators who can transform data findings into recommendations to compose reports and executive level presentations.
  • Effectively interpret information to demonstrate the effects of business initiatives, regulation and industry trends for sales, management, and leadership teams.
• Support Account Reps with delivery and service requirements, including triage, with Operations, Regulatory, Quality, Distribution, and Finance groups.

What you will need:

• Bachelor's in Business, Materials Management, Supply Chain Management/Logistics or other equivalent preferred
• 4+ years' experience in Customer Services or Logistics/Supply Chain
• Proficiency in customer service software, ERP systems, and other relevant tools and technologies preferred
• Advanced capability level using MS Excel to manipulate and analyze large amounts of data is highly preferred
• Excellent communication skills

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 contractor's legal duty to furnish information.