Stryker

Associate Manager, Customer Care – Medical ANZ

Stryker

full-time

Posted on:

Location Type: Hybrid

Location: Brisbane • Australia

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Tech Stack

ERP

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementdata integrityreportingcustomer order managementdistributionwarehousingquality management techniquesLean5SSix Sigma
Soft Skills
leadershipinfluencingattention to detailcollaborationcontinuous improvementteam managementoperational excellencetraining deliverysuccession planninghigh performance culture