Customer Excellence Lead - Hybrid

Overview

Work Flexibility:
Hybrid. 1st Shift: Monday – Friday 8am‑5pm (3‑4 days in office).

• Drive quality improvements with same‑day feedback and follow‑up.
• Lead onboarding and training initiatives.
• Champion order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence including Domestic and IOM.
• Guide day‑to‑day function of team to ensure efficiency and best‑in‑class customer service.
• Oversee individual integration (open cases volumes) to meet minimum expectations with same‑day complete and same‑day shipments.
• Serve as first line of defense when order entry process flow is interrupted.
• Act as first‑level resource for customer/rep escalations.
• Represent 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 division, sales teams, and cross‑functional teams to drive productivity and customer satisfaction.

• 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, preferably in regulatory compliance environments.
• Expert‑level knowledge of SAP, Salesforce, and case creation.
• Proficient Microsoft Office skills.
• Strong communication and customer service skills.

$28.01 – $38.75 USD hourly.

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.