Why customer service at Stryker? Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a ‘Best Place to Work’ and offers great benefits and perks – like tuition reimbursement and a wellbeing program (Benefits vary by country) We are seeking an experience leader to manage our Customer Service Team here at Stryker. This is a full time, permanent role, and can be based anywhere in Australia or New Zealand. Our Customer Service team focusses on managing correspondence & administration requests in a timely and efficient manner, as the first point of contact to external and internal Customers. The team also work closely with Territory Managers, Sales teams, Clinical Consultants, other Customer Service Representatives and Warehouse Staff. As the Customer Service Team Lead, main duties will include: to provide outstanding service to all internal and external customers and act as first point of contact for customer queries to provide leadership, management and development for a small team of customer service representatives to ensure the Customer Service team meets or exceeds the service demands of internal and external customers. This includes maintaining regular contact with customers to ensure clear knowledge of requirements to initiate, lead and drive Lean initiatives and process improvements within Customer Service to provide hands on support for customer service work to implement productivity and efficiency improvements which minimise the requirement for the incumbent to perform daily customer service tasks Team Leadership: Success and development of individual team members: Develop and review PDPs and KPIs Develop training requirements and drive delivery Drive achievement of bonus objectives Succession planning for own roles Improvements/Data & Reporting: Maintenance of customer service reports for area of responsibility Maximisation of productivity and efficiency of the Customer Service function, particularly in but not limited to their focus area, through: Investigation, development and application of new technologies Application of workflow process improvement strategies such as Lean, 5S and 6 Sigma Ensuring best talent resource via recruitment and development Quality: Ensure individual actions & team processes maintain an exemplary record of compliance and commitment to relevant quality standards through the use of the local quality management system. Drive a quality culture in team behaviour and through implementation of continuous process improvements compliant with relevant quality standards. Compliance of all team activities with company, legal, ethical and other standards Feedback/Communication: Generate and analyse reports to provide feedback and progress of KPI’s for the team and the Associate Manager – Customer Service Handle day-to-day escalations Critical Requirements (eg: skills, experience, qualifications): Ability to lead and develop people – this can be a first people manager role Highly developed customer service skills Knowledge of customer service and problem resolution skills Strong communication skills to work with a diverse range of internal and external customers and colleagues Teamwork to ensure meeting and exceeding customer expectations Ability to work in a high technology environment (particularly JDE, Salesforce and Microsoft Office Suite) A high degree of accuracy and attention to detail Understanding of administrative and clerical processes including a knowledge of invoicing and order processing Ability to learn new products and systems Ability to work to deadlines and plans Capable of working in structure with remote management If this sounds of interest, please apply below About Stryker Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.