Customer Experience Specialist supporting clients with inquiries and technical issues. Communicating in English and Bulgarian while working in a hybrid environment.
About the role
- Associate Manager leading the Customer Service team in the Medical division at Stryker. Driving process improvements, service excellence, and operational efficiency for customer service operations.
Responsibilities
- Lead and develop the Customer Service team
- Build and drive a high performance culture within a team of Customer Service Representatives
- Set and review PDPs and KPIs
- Identify training needs and drive delivery
- Support succession planning and talent development
- Drive operational excellence
- Implement productivity and efficiency improvements
- Oversee data integrity and reporting
- Ensure quality and compliance
- Maintain adherence to company policies and quality standards
- Foster a culture of continuous improvement
- Collaborate cross-functionally
- Work with other divisions to re-engineer processes
- Provide hands-on support for standard customer service tasks when required and act as an escalation point for more complex customer complaints, queries and support
Requirements
- Proven experience leading/managing customer service and call center functions
- Ability to work in a high-technology environment with strong attention to detail
- Strong leadership and influencing skills to drive business objectives
- Experience implementing process improvement tools
- ERP systems experience, particularly in customer order management, distribution, and warehousing
- Knowledge of quality management techniques in an ISO environment
- Demonstrated success managing a team and delivering business results
- Degree in management or a relevant business-related field (preferred)
- Medical terminology or similar technical background (advantageous but not essential)
- Familiarity with hospital procedures and systems
- Experience using process improvement tools e.g. Lean, 5S, Six Sigma, etc.
Benefits
- bonuses
- healthcare
- insurance benefits
- retirement programs
- wellness programs
- service and performance awards
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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