Customer Care Team Leader

2 weeks ago

Portage, Michigan, United States Stryker Group LLC Full time

Position Overview

The Customer Care Team Leader is tasked with overseeing the Customer Support division at Stryker Group LLC. This role involves managing the performance of our customer service representatives, ensuring exceptional customer experiences, and driving team engagement and productivity. Daily responsibilities will encompass budget adherence, team development, and the implementation of new products and services.

Ideal Candidate Profile

Results-driven individuals. Candidates who excel in dynamic environments and are committed to achieving project goals while adhering to established standards.

Clear communicators. Individuals who can convey information effectively and accurately, providing stakeholders with concise insights and recommendations.

Strategic coordinators. Professionals who can align and direct the efforts of skilled team members towards significant objectives, prioritizing tasks that lead to successful outcomes.

Performance-focused managers. Leaders who can implement process enhancements and utilize their team's strengths to consistently boost productivity and effectiveness.

Key Responsibilities

Oversee all aspects of team performance related to quality, customer satisfaction, order processing, team dynamics, employee involvement, and the introduction or phase-out of products.

Manage personnel matters, including scheduling, support, timekeeping, talent assessments, annual reviews, and performance management, ensuring adherence to policies and procedures that promote excellence in customer support.

Foster employee engagement by cultivating an environment that encourages teamwork, empowerment, and personal development.

Assist in the recruitment process for both temporary and permanent team members.

Ensure that new hires are effectively onboarded and meet the necessary employment standards.

Accountable for ensuring that both individuals and the team consistently meet or exceed performance metrics, including customer satisfaction, service levels, call evaluations, timely responses, budget compliance, and overall productivity.

Ensure all team members receive training in accordance with established work protocols.

Adhere to training standards and documentation practices, focusing on continuous performance improvement and reliability through activities such as audits and standardized work instructions.

Deliver top-tier products, services, and quality to our customers.

Lead or participate in ongoing improvement initiatives and assist with additional team or organizational projects as necessary.

Collaborate with Sales Directors, Regional Managers, Sales Operations, Marketing, and Quality and Regulatory Representatives to address and resolve issues.

Qualifications

A Bachelor's degree is preferred; however, 6+ years of relevant work experience may be considered in lieu of a degree.

A minimum of 2 years of experience is required.

Experience with SAP, JDE, CPQ, and Salesforce is preferred.

At least 1 year of demonstrated leadership experience is preferred.

Exceptional organizational, planning, communication, project management, and performance achievement skills in a customer support context are essential.

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