Associate Supervisor, Customer Service - 1st Shift (Remote)

Stryker • Trenton, NJ

206d • $58,700 - $106,200 • Remote

About The Position

As the Associate Supervisor, Customer Service, you will provide alignment of customer facing groups that will reduce surgery to cash timeline by increased clear communication, consistent process improvement, and continuous monitoring of revenue during each stage of the order to cash process. You will build and maintain existing surgeons & hospitals relationships in assigned areas/territory. Your responsibilities will include managing all Region daily agenda calendar, compiling incomplete cases, and communicating with the Director of Sales (DOS) and Regional Managers (RM). You will also be responsible for daily sales balance for each area, including OOR, HOLDS, and Sales Support responsibilities. Additionally, you will assist with PO Collection, lead A/R investigation, and work with Credit and Rebill Sales Support members. Daily communication with the cross-functional team will be essential, particularly regarding PO pending and customer issues requiring resolution. You will work to improve communications between sales reps and internal teams to ensure a consistent high level of service for our customers. Your role will also involve completing price codes, resolving JDE Pricing Issues, and working with Price Override Power BI targeting high override accounts. You will review errors, identify trends, and implement countermeasures to improve accuracy for customers and sales reps. Your goals will include reducing surgery to cash timeline, reducing aging open orders, reducing billing errors, and providing accurate and timely sales data regarding cases needing usage entered, orders pending POs, orders on hold, and orders with A/R disputes.

Requirements

• Bachelor's Degree or 6+ years of work experience in lieu of a degree.
• Ability to work flexible hours as needed to support business needs.

Nice To Haves

• Experience in account and people management.

Responsibilities

• Provide alignment of customer facing groups to reduce surgery to cash timeline.
• Build and maintain relationships with surgeons and hospitals in assigned areas.
• Manage daily agenda calendar for the region and compile incomplete cases.
• Communicate with Director of Sales and Regional Managers.
• Balance daily sales for each area including OOR and HOLDS.
• Assist with PO Collection and lead A/R investigation.
• Work with Credit and Rebill Sales Support members.
• Communicate daily with cross-functional teams regarding pending POs and customer issues.
• Improve communications between sales reps and internal teams.
• Complete price codes and resolve JDE Pricing Issues.
• Review errors, identify trends, and implement countermeasures to improve accuracy.
• Reduce surgery to cash timeline and aging open orders.
• Provide accurate and timely sales data regarding orders and disputes.
• Manage performance of non-exempt team members and conduct performance appraisals.
• Hire, coach, mentor, and develop non-exempt team members.
• Monitor and drive timely training completion for employees.
• Manage non-exempt timekeeping and monitor employee attendance.
• Coordinate work schedules around meetings and vacations to meet customer needs.
• Ensure proper staffing levels and produce contingency plans for high volume periods.

Benefits

• Salary range of $58,700 - $106,200 plus bonus eligible and benefits. Actual pay may vary based on location and individual factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree