Customer Excellence Lead - Hybrid - Pay Starting at $28.01/hr

Stryker • Kalamazoo, MI

2d • $28 - $39 • Hybrid

About The Position

This role is responsible for driving quality improvements with same-day feedback and follow-up, leading onboarding and training initiatives, and championing order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence, including Domestic and IOM. The lead guides the day-to-day functions of the team to ensure efficiency and drive best-in-class customer service. They will oversee individual integration (open cases volumes) to ensure the team is meeting minimum expectations with same-day complete and same-day shipments. This position serves as the first line of defense when the order entry process flow is interrupted and is the first-level resource for customer/rep escalations. The lead acts as a liaison representing the Customer Excellence team in projects and collaboration meetings, monitors call/email volume daily, and helps the team prioritize schedules and coordinate workloads. Additionally, they partner with key players within the division, sales teams, and cross-functional teams to drive productivity and customer satisfaction.

Requirements

• 5+ years of related work experience
• at least 3 years in a leadership role in a production, repair, warehouse, or call center environment
• HS Diploma or G.E.D
• Expert-level knowledge of SAP, Salesforce, and case creation
• Proficient Microsoft Office skills

Nice To Haves

• Associate’s or Bachelor’s degree in a relevant field
• Experience leading projects and improving processes
• Familiarity in regulatory compliance environments

Responsibilities

• Drive quality improvements with same-day feedback and follow-up
• Leads onboarding and training initiatives
• Champion order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence including Domestic and IOM
• Guides day-to-day function of team to ensure efficiency and drive best in class customer service
• Oversee individual integration (open cases volumes) to ensure the team is meeting minimum expectations with same day complete and same day shipments
• First line of defense when order entry process flow is interrupted
• First-level resource for customer/rep escalations
• Acts as liaison representing Customer Excellence team in projects and collaboration meetings
• Monitor call/email volume daily; help team prioritize schedules and coordinate workloads
• Partner with key players within the division, sales teams, and cross-functional teams to drive productivity and customer satisfaction

Benefits

• 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.
• We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
• We are proud to be named one of the World’s Best Workplaces!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED