Customer Service Director Fr

**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)

**Key Activities & Responsibilities**

As a leader, you will shape the strategy of our customer service function and contribute to the success of our business. In your role yoube fully responsible for multiple teams of managers and professionals, ensuring smooth operations and planning for the future. You will promote teamwork and collaboration, quality performance standards, professionalism and integrity to ensure that results are delivered in accordance with the strategic plans, objectives and customers’ contractual agreements.

In this position, you will provide guidance and support for both pre
- and post-sales services to our diverse range of clients and customers. Your responsibilities will include resolving escalated customer concerns, developing a customer contact strategy, and analyzing processes to identify areas for improvement.

You will also be responsible for developing department procedures and acting as a liaison between customers and various departments such as manufacturing, sales, field service, order processing, and accounting. Your expertise will be crucial in resolving inquiries related to status, production, delivery, billing, warranty claims, and return processes.

To excel in this role, you should have a degree or equivalent experience, along with a minimum of 10 years in a relevant field. As part of our team, you will have the opportunity to select, develop, and evaluate personnel, ensuring the efficient and effective operation of our customer service function. Together, we will create a value-centric environment that drives success.

**Setting Direction**:

- Implement the right Customer Service strategy, goals, and objectives for the country or region, aligned with the overarching European strategy and company-wide objectives and initiatives.
- Partner in the development, modification and improvement of the country/ regional Operations and distribution network, the country/regional footprint, processes, development of new services to increase customer satisfaction and lower overall costs in close collaboration with other functions.
- Clearly communicate expectations to the team and demonstrate how functional goals align with Order-to-Invoice processes, Order Management, and Customer Contact activities.
- Direct and supervise daily work activities and projects in Customer Service, Customer Care, Kit Booking, and Technical Customer Service.
- Review and standardize processes, procedures, methods, and tools to ensure they meet performance objectives.
- Provide ongoing feedback and input to shape the Operations organization and contribute to the overall Operations strategy.
- May act as the Operations Business Partner to local country or regional leadership teams, representing Operations on those teams.
- Partners with GLO Finance to develop budgets and metrics that promote continued cost reduction.
- Identifies best practices and trends in the marketplace, leading to the implementation of innovative ideas that drive progress and continuous improvement.

**Building Organizational Capability**:

- Foster a culture of continuous improvement in customer service, constantly seeking ways to enhance the service we provide.
- Support the optimization and transformation of our Customer Service brand in the countries and region.
- Focus on finding better ways to accomplish tasks and achieve team goals, promoting procedural changes and efficiency.
- Cultivate relationships and collaborate with colleagues across functions and divisions, such as RAQA, Finance, Sales, and Marketing, to achieve team goals and improve processes.
- Take ownership of enhancing Customer Service capabilities and processes in the country.
- Contribute to regional and European projects that aim to increase customer satisfaction, improve efficiency, reduce costs, and optimize inventory levels.
- Lead local implementation or participate in cross-functional projects and integrate operations during mergers or acquisitions.
- Ensure compliance with policies, regulations, and standards, including SOX, FCPA, and other relevant guidelines in the country or region.

**Inspiring Others**:

- Serve as an active and inspiring role model, embodying the Stryker Service Commitments.
- Encourage proactive sharing of knowledge and experiences within the Customer Service team.
- Foster a strong team culture and brand centered around reliability and timely follow-up on commitments.
- Champion change by op