Customer Excellence Lead - Hybrid

Position: Customer Excellence Lead - Hybrid - Pay Starting at $28.01/hr
Work Flexibility:
Hybrid

1st

Shift: Monday - Friday 8am-5pm (3-4 days in office)

What you will do
- * 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.

What you need
- Required
- * 5+ years of related work experience with at least 3 years in a leadership role in a production, repair, warehouse, or call center environment.

* HS Diploma or G.E.D

Preferred
- * Associate's or Bachelor's degree in a relevant field preferred.

* Experience leading projects and improving processes is preferred, along with familiarity in regulatory compliance environments

* Expert-level knowledge of SAP, Salesforce, and case creation.

* Proficient Microsoft Office skills.

$28.01 - $38.75 USD Hourly

Travel Percentage : 0%

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.