Everything we do at Stryker revolves around our Customers. It is in our mission, it is in our DNA and each single day we aim to satisfy our customers to the best of our ability.
One of the key points of contact for each customer is Customer Service . Customer service represents the face of the customer to the internal organization and also the face of the organization to the customer. That is why it is critical for all of our daily internal and external customer contact and activities. We listen to customers, we follow-up, we process, we ship and we communicate to all of our stakeholders to make sure that each day the business runs smoothly. At Stryker we deliver a service that is professional, reliable, effortless and personal to our customers.
Purpose of the role:
To manage and provide direction the Customer Service organization for France and be responsible for all internal and external Customer Service-related activities. This encompasses the Order Management or Order-to-Invoice process, all Customer Contact, including internally with the local Sales teams and Stryker Divisions and externally with healthcare providers and hospitals. Ensure a “Best in Class” organization is created and maintained through implementing solutions to further develop, maintain and improve customer satisfaction and -experience, streamline processes, introduce standardization and optimize cost.
Key Activities & Responsibilities
Responsible for implementing the appropriate Customer Service strategy, goals and objectives for the country or region.
Provide the team with clarity on expectations and how functional goals and objectives related to the Order-to-Invoice processes, Order Management and Customer Contact activities.
Direct and supervise the day-to-day work activities and projects covering the following main functions:
Customer Service / Customer Care
Technical Customer Service
Lead the review and standardization of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives.
Expected to provide ongoing feedback and input regarding the Operations organization and bring this back as input for the overall Operations strategy.
The Senior Manager Customer Service also serves as the Operations Business Partner to their local country or regional leadership teams and sits on those teams to represent Operations.
Building Organizational Capability:
Focus on making procedural changes and new or more effective ways to accomplish tasks, achieving team goals or performing team functions.
Implement and maintain a culture of continuous improvement of service provided to our customers.
Support the optimization and transformation of our Customer Service brand in the countries and region.
Build, liaise and maintain relationships and seek opportunities for collaboration, synergy and integration with colleagues across functions (RAQA, Finance, etc.) and divisions (Sales, Marketing) and make procedural or process suggestions for achieving team goals or performing team functions.
Take ownership to further improve the country Customer Service capabilities and processes.
Participate in projects to align with the regional and European Customer Service teams resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels.
Lead the local implementation or participate in cross-functional projects and the integration of operations of any relevant mergers or acquisitions.
Ensure all Compliance, SOX, FCPA and other policies and regulations are implemented, applied and followed in the country or region.
Be an active, inspirational role model of the Stryker Service Commitments.
Promote proactive sharing of knowledge and experience within the Customer Service team.
Build a strong culture and team brand regarding reliability and timely follow up on commitments.
Champion change, actively share ideas and plans with team and colleagues, and encourage multiple perspectives to find new and better ways to deliver the results.
Build positive relationships and a sense of teamwork.
Acts as a liaison between the Customer Service teams and other departments in the company.
Act as a Voice of the Customer within the Customer Service teams, the Operations organization and across the organization.
Collaboratively works to set meaningful performance objectives and goals goals, identifies milestones and provides appropriate feedback to keep the team on track, overcome barriers and resolve conflict.
Ensure all Key Performance Indicators (KPI’s) and financial metrics for Customer Service are implemented, reviewed and monitored regularly, and achieved in the country or region.
Regularly review and provide input to the relevance of the KPI’s and make proposals for adjustments or additions to drive the right behaviors and actions in the team in serving our customers.
Monitors and encourages team to ensure high performance and actively works to reward performance and achievement of critical outcomes.
Lead the Customer Service team across the country or region and ensure that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations.
Collaboratively works to set specific and meaningful development goals and works with the the team members to create individuals development plans.
Actively encourage sharing of talent, knowledge and expertise to achieve the best possible results.
Plays a coaching role with team, team leaders and talented staff, ensuring their ongoing development and actively identifying and supporting the talent pipeline.
Degree graduate in a Business or Logistics discipline(s) or equivalent.
Project Management and/or Finance qualifications an advantage.
Fluency in English and the language of the main country of responsibility is essential and another major European Language would be a distinct advantage.
APICS certification or other related certification a plus.
Process Lean/Excellence/Six Sigma tools, training and/or certification experience is highly preferred.
Proven track record in operations leadership within a multinational organization including:
5 years’ experience in Customer Service, Operations or other relevant customer facing or relationship management roles.
3-5 years’ experience in a management role, with a preference within Customer Service.
Experience in international 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 expertise in ISO 9001, Quality Management Systems and processes.
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.
Leading high performing, highly engaged teams within a decentralized, matrix organization.
Medical device standards and regulatory needs.
Leading and managing projects.
Business Process Analysis.
Reverse logistics and consignment business (such as Medical Device, Healthcare Markets).
Strong knowledge of IT systems & tools and their implications for business processes (Oracle preferred).