Customer Service Manager

Sydney, New South Wales, au
Company: Stryker
Category: Office and Administrative Support Occupations
Published on 2021-06-12 19:07:16

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes. We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting

We are proud to be a worldwide leader in the medical device industry that is committed to changing lives through collaboration, dedication and ground-breaking technology. We provide innovative orthopaedic implants as well as state-of-the-art medical and surgical equipment to help people lead more active and more satisfying lives. With a team in excess of 750 employees we have a strong presence in all capital cities across Australia and New Zealand. Our employees are passionate, set high standards and strive to deliver exceptional results in all that they do. This desire to achieve, combined with a great deal of hard work, has placed Stryker among the largest, best run and most admired companies.

The main purpose of this Customer Service Manager is to provide leadership, management and development of the Customer Service team, ensuring the Customer Service team achieve operational excellence for our internal and external customers.

We are looking for an effective team player as this position works closely with the Sales, Marketing, Customer Service, Operations and Finance to achieve outstanding customer service objectives.

The successful candidate will have previous experience and proven history of initiating, leading and driving initiatives and process improvements within Customer Service.

You will be responsible for:

  • Develop relationships internally with Sales, Marketing, Finance, IT and Operations.
  • Manage performance analysis and reporting of customer service experience.
  • Ensure the success and development of individual team members
  • Develop and review individual role expectations and KPIs
  • Develop training requirements and drive delivery
  • Drive achievement of bonus objectives
  • Develop succession plans for various team roles
  • Multi-skill the wider operations team through department cross training
  • Maximize productivity and efficiency of the Customer Service function by investigating, implementing and developing new technologies
  • Apply work flow process improvement strategies
  • Maintenance of customer, system, data and inventory integrity reports
  • As a leader, drive Stryker’s goals, objectives and interests
  • Implement productivity and efficiency improvements
  • Compliance of all team activities with company, legal, ethical and other standards
  • Travel between states to gain exposure to all teams
  • The ideal candidate will:

  • 5+ years in a related Customer Service position
  • Experience managing a team to success
  • Accountability for business results
  • Excellent negotiation skills and ability to influence
  • Demonstrated written and oral communications skills including strong presentation skills
  • Excellent organisational skills
  • High degree of accuracy and attention to detail
  • Ability to effectively drive business objectives through leadership and management of people
  • Ability to achieve efficiencies and drive systematic improvement processes
  • Benefits of Stryker

    At Stryker, we are passionate about career progression and training and development, and the successful candidate will also be given opportunities to advance within the organisation. We are proud to be an award-winning employer of choice both globally and in Australia.

    Join some of the brightest, most capable and committed people in the medical technology industry to achieve success and make the kind of contribution that matters to you.

    If you believe you are a right fit for this role,  click apply now!

    Know someone at Stryker?

    Be sure to have them submit you as a referral prior to applying for this position.

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