• Job Description

  Req#: R505882
  Work Flexibility: Hybrid

  As a leader, you will shape the strategy of our customer service function and contribute to the success of our business. In your role you will be fully responsible for multiple teams of managers and professionals, ensuring smooth operations and planning. You will promote teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.

  In this position, you will provide guidance and support for both pre- and post-sales services to our diverse range of clients and customers. Your responsibilities will include resolving escalated customer concerns, developing a customer contact strategy, and analyzing processes to identify areas for improvement.

  You will also be responsible for developing department procedures and acting as a liaison between customers and various departments such as manufacturing, sales, field service, order processing, and accounting. Your expertise will be crucial in resolving inquiries related to status, production, delivery, billing, warranty claims, and return processes.

  To excel in this role, you should have a degree or equivalent experience, along with a minimum of 10 years in a relevant field. As part of our team, you will have the opportunity to select, develop, and evaluate personnel, ensuring the efficient and effective operation of our customer service function. Together, we will create a value-centric environment that drives success.

  Key Activities & Responsibilities

  Setting Direction:

  • Implement the right Customer Service strategy, goals, and objectives for the country or region, aligned with the overarching European strategy and company-wide objectives and initiatives.
  • Partner in the development, modification and improvement of the country/ regional Operations and distribution network, the country/regional footprint, processes, development of new services to increase customer satisfaction and lower overall costs in close collaboration with other functions.
  • Clearly communicate expectations to the team and demonstrate how functional goals align with Order-to-Invoice processes, Order Management, and Customer Contact activities.
  • Direct and supervise daily work activities and projects in Customer Service, Customer Care, Kit Booking, and Technical Customer Service.
  • Review and standardize processes, procedures, methods, and tools to ensure they meet performance objectives.
  • Provide ongoing feedback and input to shape the Operations organization and contribute to the overall Operations strategy.
  • May act as the Operations Business Partner to local country or regional leadership teams, representing Operations on those teams.
  • Partners with GLO (Global Logistics & Operations) Finance to develop budgets and metrics that promote continued cost reduction.
  • Identifies best practices and trends in the marketplace, leading to the implementation of innovative ideas that drive progress and continuous improvement.

  Building Organizational Capability:

  • Foster a culture of continuous improvement in customer service, constantly seeking ways to enhance the service we provide.
  • Support the optimization and transformation of our Customer Service brand in the countries and region.
  • Focus on finding better ways to accomplish tasks and achieve team goals, promoting procedural changes and efficiency.
  • Cultivate relationships and collaborate with colleagues across functions and divisions, such as RAQA (Quality Assurance), Finance, Sales, and Marketing, to achieve team goals and improve processes.
  • Take ownership of enhancing Customer Service capabilities and processes in the country.
  • Contribute to regional and European projects that aim to increase customer satisfaction, improve efficiency, reduce costs, and optimize inventory levels.
  • Lead local implementation or participate in cross-functional projects and integrate operations during mergers or acquisitions.
  • Ensure compliance with policies, regulations, and standards, including SOX, FCPA, and other relevant guidelines in the country or region.

  Inspiring Others:

  • Serve as an active and inspiring role model, embodying the Stryker Service Commitments.
  • Encourage proactive sharing of knowledge and experiences within the Customer Service team.
  • Foster a strong team culture and brand centered around reliability and timely follow-up on commitments.
  • Champion change by openly sharing ideas and plans with the team and colleagues, embracing diverse perspectives to drive innovation and achieve better outcomes.
  • Cultivate positive relationships and foster a sense of teamwork among team members.
  • Act as a bridge between Customer Service teams and other departments in the company.
  • Serve as a Voice of the Customer, advocating for customer needs and preferences within the Customer Service teams, the Operations organization, and across the entire organization.

  Delivering Results:

  • Collaborate with the team to establish meaningful performance objectives, set goals, identify milestones, and provide constructive feedback to ensure progress, overcome obstacles, and resolve conflicts.
  • Implement, review, and regularly monitor Key Performance Indicators (KPIs) and financial metrics for Customer Service in the country or region.
  • Continuously assess the relevance of KPIs and propose adjustments or additions to foster the right behaviours and actions within the team, ensuring exceptional service to our customers.
  • Monitor team performance and actively encourage excellence, recognizing and rewarding outstanding achievements and critical outcomes.

  Developing Talent:

  • Lead, build and develop the Customer Service team across the country or region, attracting and nurturing top talent to create a highly motivated and engaged team that consistently exceeds business expectations.
  • Collaboratively set clear and meaningful development goals, working closely with team members to create individual development plans.
  • Foster a culture of sharing talent, knowledge, and expertise to maximize team performance and achieve exceptional results.
  • Take on a coaching role, supporting the growth and development of the team, team leaders, and talented staff members, while actively identifying and nurturing the talent pipeline.
  • Responsible for building leadership competencies with direct reports and team leaders to ensure that they are engaging employees to exceed their targets in safety, quality, service and cost.

  Education

  • A minimum of Bachelor`s / graduate degree graduate in a Business or Logistics discipline(s) or equivalent.

  Experience

  Essential

  Proven track record in operations leadership within a multinational organization including:

  • 10+ years’ experience in Customer Service, Operations or other relevant customer facing or relationship management roles.
  • 10+ years’ experience in a people leadership role, with a preference within Customer Service.
  • Prior experience in working in a multi-national and -cultural environment. Strong customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Demonstrated success in building, managing, motivating and developing strong teams.
  • Established track record of exceeding targets, KPI’s and SLA’s in a quality led, legislative compliant

  environment.

  • Proven experience in working with ERP systems.
  • Well versed in Microsoft Office tools including Word, Excel, Access, Power Point, Visio or other flow charting software and/or Microsoft Project.

  High sense of customer service orientation.

  Fluency in English and the language of the main country of responsibility is essential.

  Desirable

  • Leading high performing, highly engaged teams within a decentralized, matrix organization.
  • ISO 9001, Quality Management Systems and processes.
  • Medical device standards and regulatory needs.
  • Leading and managing projects
  • Business Process Analysis, utilizing Lean/Six Sigma methodologies
  • Reverse logistics and consignment business (such as Medical Device, Healthcare Markets).
  • Fluency in a second (European) language is a plus.
  • Strong knowledge of IT systems & tools and their implications for business processes (Oracle preferred).

  Competencies & Behaviors

  • Sets Direction
    • Provides clarity on expectations through exceptional communication skills (both verbal and written).
    • Makes sounds decisions and selects effective approaches to solving issues.
    • Demonstrates agility and desire to learn and adjust priorities.
    • Has a clear understanding of customer- and market needs.
  • Builds Organizational Capability
    • Proven ability to recruit, develop and engage high performing teams.
    • Builds and maintains successful relationships with key internal and external stakeholders and customers.
    • Is innovative and supports new ideas.
    • Is a change agent and shows flexibility in responding to new or rapidly changing situations.
  • Inspires Others
    • A team player who effectively connects, collaborates and fosters an inclusive environment.
    • Proven ability to build positive relationships and a sense of teamwork collaborative networks internally and externally.
    • Has high integrity and holds self and others accountable to the highest standards.
  • Delivers Results
    • A self-starter who enjoys juggling multiple issues at one time, and has the ability to organize and direct diverse activities in a changing environment, often under time pressure.
    • Strong results orientation with a track record for delivering and achieving exceptional results.
    • Sets high goals for personal and team achievement and holds people accountable for organizational success.
  • Develops Talent
    • Excellent people-manager who is effectively able to identify talent, develop, coach, mentor and reward people.
    • A proven track record of building highly talented teams and driving engagement.
    • Able to provide organizational and individual direction, mentoring, and professional development for teams.

  Travel Percentage: 10%

• About the company

  Stryker Corporation is an American multinational medical technologies firm based in Kalamazoo, Michigan.

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