Customer Service Supervisor – MedSurg & Medical Capital Order Management

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. 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 and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.com

Main Duties & Responsibilities:

• Support the Customer Services / Operations strategies for the UK. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the department.
• Take full responsibility for your area and ensure all Customer Service, operational, efficiency & financial KPIs are monitored effectively and targets achieved.
  • Call satisfaction metrics – time to answer, dropped call %
  • On-Time-in-Full OTIF / Service Level
  • Order Accuracy
  • Back order / open order management
  • Back order communication
  • Samples and trial stock
  • Freight management
  • Days on Hand (DOH)
  • Cost management

• Actively contribute in the creation and develop of KPIs and objectives related to CS.
• Actively take part in the relevant EOFGs (order management or Customer Contact), contributing to the creation and development of the CS Europe Vision, strategy and roadmap. Critical to this will be the identification of appropriate benchmarks and the sharing of best practice that drives efficiency and productivity.
• Take the lead on European initiatives in standardising processes and sharing best practice.
• Lead a highly motivated team environment that meets and exceeds business expectations.
• Partner with, and communicate regularly and effectively with the ProCare teams in the UK, ensuring that shared KPIs are monitored effectively, actions plans are created collaboratively, service is optimised and revenue is maximised.
• Develop strong relationships with the divisions that your teams supports, and a deep understanding of what is required to deliver customer expectations.
• Ensure that month end reporting is produced on open orders to ship and back order status, ensuring revenue is maximised.
• Work with the team to ensure that structures and processes are in place to ensure that orders and requests are processed in the agreed timeframe.
• Organise and take part in key supplier service reviews where relevant.
• Build and maintain relationships with other Enabling Functions such as Finance, RAQA, ProCare, while driving leverage opportunities across the areas.
• Management of the operational processes related to any business acquisition integrations related to your area of responsibility
• Provides business case and detailed cost justification to decision makers to obtain resources.
• Liaise with and visit customers in order to partner with them to develop innovative solutions and solve issues
• You will be responsible for the direct reporting of a team of approximately 6 members of staff.

Skills & Experience Required:

• Equivalent of University Degree or equivalent desirable experience.
• Project / People Management qualifications would be an advantage
• Lean Six Sigma green / black belt qualified would be an advantage
• Fluency in English is essential
• Proven track record building and managing highly engaged operational teams and hitting operational KPIs.
• 5+ years Experience in customer service or customer facing roles.
• 3 years Experience in people and project management.
• Proven expertise in ISO 90001 Quality Management systems and processes.
• In depth experience of business process analysis and leading improvement initiatives.
• Well versed in Microsoft Office tools.

Desirable:

• Lean Six Sigma green / black belt qualified and have experience in leading lean process projects.
• Experience of managing a team within a matrix organisation
• Experience of reverse logistics, consignment businesses and / or medical devices.

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