Trwa ładowanie. Prosimy o chwilę cierpliwości.
Data aktualizacji: 2024-07-04
Warszawa, mazowieckie
BPO/SSC, Obsługa klienta
Praca stacjonarna, Praca hybrydowa
Data aktualizacji: 2024-07-04 Aplikuj
Associate Manager, Customer Service

Associate Manager, Customer Service


We are excited to be named one of the World’s Best Workplaces by Fortune Magazine!
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

Key responsibilities:

  • As a first line supervisor leading a team of specialists within Customer Relationship Management (CRM) process in Operations Department
  • Achieving seamless supply of the products within provided operational frameworks, securing full satisfaction of end customer and business relationship development
  • Liaising between customers and internal teams of manufacturing, sales, field service, order processing and accounting with focus to resolve status, production, delivery and billing inquiries
  • Reviewing warranty claims, developing and managing return materials authorization (RMA) processes for ensuring that customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
  • Stakeholder management, facilitating regular operational forums, resolving conflicts, providing active support to the team as escalation point, etc.
  • Performing relevant mentoring/education and team development, to secure the required co-workers competence and high level of customer satisfaction, as result
  • Constant improvement of the operational processes, eliminating or automatizing manual operations, looking for time and effort savings

Our requirements:

  • Higher education or minimum 4 years of equivalent work experience
  • Fluent Polish and English (min. C1), other languages proficiency will be an advantage
  • At least 2 years of experience in leading directly operational team between above 8 people
  • Practical knowledge and practice within HR processes such as: annual and periodical evaluation, talent review, individual development plans, etc.
  • Ability and true interest to work with people and through people on daily basis
  • High level of organizational and communication skills, proven by successful experience track and available references in similar positions, healthcare or pharma sectors are preferred, but not as a must
  • Computer literacy in MS office, practical knowledge in data input/processing/output automatization in Excel, Power BI, Cognos and similar tools will be an advantage
  • Practical experience in ERP JD Edwards or Oracle will be an advantage
  • Structured mind and ability to work effectively, both in short and in mid-term time frames
  • Sense of urgency and ability to take fast decisions in dynamically pacing work environment
  • Time discipline and ability to meet assigned deadlines
  • Eagerness to work with data/numbers and set of numerical KPIs, with ability to set realistic road maps for continuous performance and process improvements

Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.