Customer Service Manager

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. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program! (*Benefits vary by country)Job Title: Customer Service ManagerReporting to: Operations & Logistics Manager Company: Stryker South AfricaDepartment: Operations Location: Johannesburg The Job's Mission: Develop, implement, manage and continuously improve strategy for the entire Customer Service operation. Direct the Customer Service operation, which encompasses all aspects of customer services including, quotations, order processing, customer queries, Invoicing, credit notes, customer relations and their related processes. Steer the Customer Service operation towards and maintain Stryker operational service commitments, as well as the organisations mission and values. Deliver exceptional customer experience to both internal and external customers and stakeholders. Drive continuous improvement, optimization, simplification, efficiency, productivity and cost effectivenessKey Activities & Accountabilities: Accountable for the Customer Service OperationMaintain a motivated, highly skilled and competent CSD team.Continuously upskill and train your team to ensure each team members full potential is met.Conduct competency testing and training sessions based on identified gaps while and documenting all findings corrective actions, testings and trainings for audit purposes.Set performance targets and objectives for the team and individual contributors.Lead by taking responsibility for both your own engagement and assist in driving engagement in the department. This will include taking a leading role in the Q12 impact planning.Hold team members accountable for responsibilities and actions.Conduct, meetings, feedback and coaching sessions for the team and individuals.Maintain and timeously record all team management tasks in all HR tools and systems.Support, advise and guide the team as needed to achieve required departmental and operational objectives.Ensure safety of the team by creating a safe working environment by complying to regulations this will required collaborating with RAQA and the health, safety and facilities department.Manage the all CS operational flows and the lifecycle of the order or case.Ensure pro-active and extensive CS Support to internal, external stakeholders and customers.Manage and build relationship with internal and external stakeholder and especially customers. Ensure cross-departmental interaction and communication in achievement of the set objectives for the company.Ensure accurate, timeous, quality of order, credit, invoicing, query and system capturing and processing, while monitoring and correcting deviations.Manage customer order and integration portals, while investigating opportunities to integrate with customers.Investigate, validate and approve returns and credit requests. Build trends and ensure corrective action and preventative measures.Collaborate with the operations team on kit book backs, replenishments, allocations and distribution in order to fulfil customer requirements.Continuously analyse the billing from waiting location for accuracy and efficiency while providing advice and support to business stakeholders on corrections.Manage backorders daily to accurately reflect OTIF and provide timeous feedback to customers on order delays.Handle and manage the complaints process, with root cause, corrective action, prevention, escalation, and feedback.Keeping ahead of developments in customer service and propose service enhancementsAttend customer meetings when required.Collaborate with finance and sales in order to establish sales projections.Oversee month end procedures with finance and operations to ensure accurate closing and reporting.Cross collaborate with operations and different business functions to meet required CS needs.Be accountable to support the Operations & Logistics Manager in achieving departmental objectives, divisional KPIs and the overall responsibility.This description is not intended to represent an all-inclusive list of job responsibilities, but to outline the essential functions of the position. Stryker reserves the right to change, alter or revise this job description at any time with or without notice.Leadership: Direct reports include: CS Team Leader, CS Seniors Representatives and CS RepresentativesLeadership duties: coaching, mentoring, empowering, work allocation, resource allocation, change management, quality checks, team motivation, objective setting, performance management, pay decisions and budget responsibilities.Core Behaviors: Empower the teamCoach, support and developFocus on progress, productiveness and resultsSet clear direction and strategyLead the change managementComputer Skills: Advance Microsoft Office (Microsoft Project and Visio Advantageous)ERP (SAP, JDE, Syspro, Oracle or similar)CRM (Sales Force or similar)Problem solving: Data analysis, trends and business intelligence dashboardsRoot cause analysisCommunication: English proficient written and verbalPresentation skills requiredEducation: Grade 12Degree Logistics, Supply Chain Management, Business or similarProject Management and/or Finance qualifications (Advantageous)Experience: 6 Years + in medical customer service operations or similarProject management or involvementProcess improvement or involvementExperience in a Managerial role
Johannesburg, GT, ZA