Team Lead Customer Service

Stryker

Warsaw, PL

‎15 godz. temu

Key responsibilities :

Providing leadership and management of the Customer Service teams consisting of Kitplanning, Technical Customer Service and Contract / Pricing Team

Align Customer Service strategy with greater GSA / Central region. This will require review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the Team

Ensure that common business processes are in place in each group and that all employees are trained to follow these processes

Support and pro-actively provide service for our internal and external customers by living our service commitments

Development, analysis, review and monitoring of common KPI’s for the Customer Service functions and review them weekly / monthly with the team / manager and other personnel as appropriate

Implement and maintain a culture of continuous improvement of service provided to our customers

Review workload and proactively forecast staffing needs and structure changes based on the needs of our internal and external customer base

Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities

Liaise with and act as a key (escalation) contact and interface for key customers and other internal departments

Build, develop, improve and maintain relationships with other internal departments while driving leverage opportunities across the areas

Visit key customers with Sales on a regular basis to understand their needs and put plans to place to deliver best in class’ customer service

Active involvement in and ownership of local and pan-European improvement-, benchmark- and best practice projects which strive to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity

Participation in cross-functional projects

Manage the Customer Service team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations

Ensure all ISO, Compliance, SOX, FCPA and regulatory requirements and policies are implemented and applied and support during audits

Key requirements :

University Degree in Business, International Business or similar area

3+ years experience in customer service or in similar customer supporting function

3+ years experience in people management

Excellent English and Polish communication skills

Ability to stay calm and focused even under pressure

Ability to lead employees in a cooperative manner

Negotiation skills

Excellent communication (written & verbal) and presentation skills

Advanced MS Office and ERP skills, MFG Pro or Oracle Skills a plus

Understands and considers customers, regulatory and legislative issues when making decisions

Builds and maintains relationships with key internal stakeholders and with key clients / customer groups that support and improve effectiveness

Ability to drive performance improvements and lead change

Understands what is needed to accomplish project objectives and establish appropriate goals and priority

Ability to quickly understand complex processes and situations

Selects effective approaches to solving issues, based on available information and business objectives

Self-starter who can define priorities, workload and manage the complexities of multiple projects

Strong internal drive and motivation to make a difference and add value to an organization

Willingness to travel (international / local) (5%)

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