Hybrid Customer Support Supervisor

at Stryker

• Job title: Customer Support Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Portage, United States

About the role

• Customer Support Supervisor leading team performance, customer experience, and employee engagement in Portage, MI. Involves managing customer service operations in a hybrid work environment.

Responsibilities

• Responsible for all team performance in the areas of quality, customer experience, order entry, order management, team building, employee engagement, and new product implementation/ discontinuation.
• Personnel management including scheduling, providing assistance, timecards, talent reviews, common annual reviews, performance management, and ensures that proper procedures and policies are in place for excellence in Customer Support within a call center environment.
• Responsible for ensuring individuals and team consistently achieves or exceeds all performance metrics as applicable.
• Responsible for ensuring all team members within team are trained in accordance with standardized work instructions.
• Lead and/or participate in continuous improvement activities/projects and assist in any additional team/organizational projects as required.

Requirements

• Bachelor’s degree OR HS Diploma AND 6 years of customer support experience required in lieu of Bachelors degree
• 2+ years of work experience required
• SAP, JDE, CPQ, Service Max and Sales Force experience preferred
• 2 years of proven people leadership experience preferred

Benefits

• Work Flexibility: Hybrid or Onsite
• Employee engagement- Responsible and accountable for actions promoting an environment that fosters teamwork, empowerment, personal growth, and development.
• Supports the recruitment of temporary and permanent talent to the team.
• Ensures new hires are onboarded and meet employment criteria.