Supervisor, Customer Care (Hybrid)

Stryker • Flower Mound, TX

10d • Hybrid

About The Position

The Supervisor, Customer Care oversees a team responsible for customer quotes, order management, returns, service-related transactions, and operational support. The role combines people leadership, operational oversight, and process improvement to deliver strong customer outcomes and advance continuous improvement in partnership with teams across the business. The position is hybrid and includes 10% travel.

Requirements

• Bachelor’s degree or six years of relevant experience in lieu of a bachelor’s degree.
• At least four years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage, and develop team members.

Nice To Haves

• Experience supervising, coaching, or developing employees in a customer-facing or operational environment.
• Experience with Salesforce, SAP, Genesys, or similar systems.

Responsibilities

• Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
• Monitor customer service, operational, and productivity metrics to identify trends, address risks, and improve performance.
• Manage customer and system-related escalations and ensure timely resolution of order, billing, and service issues.
• Forecast staffing needs, align schedules with business demand, and adjust workload distribution to maintain service levels.
• Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
• Partner with Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and employee experience.
• Translate business changes, system updates, and process enhancements into actionable team procedures, while identifying and escalating operational risks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager