Associate Supervisor, Customer Service - 1st Shift (Remote)
Stryker
Date: 3 weeks ago
City: Trenton, NJ
Contract type: Full time
Remote
Schedule:
As the Associate Supervisor, Customer Service, you will provide alignment of customer facing groups that will reduce surgery to cash timeline by increased clear communication, consistent process improvement, and continuous monitoring of revenue during each stage of the order to cash process.
Required
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
- Mon – Fri, 1st Shift
As the Associate Supervisor, Customer Service, you will provide alignment of customer facing groups that will reduce surgery to cash timeline by increased clear communication, consistent process improvement, and continuous monitoring of revenue during each stage of the order to cash process.
- Build and maintain existing surgeons & hospitals relationships in assigned areas/territory.
- Manage all Region daily agenda calendar, compiles incomplete cases, communicates with Director of Sales (DOS)/Regional Managers (RM).
- Daily sales balance for each area – OOR, HOLDS etc – Sales Support Resp today.
- Will provide assistance with PO Collection
- Lead A/R investigation and work with Credit and Rebill Sales Support Member – Sales Support Resp today.
- Daily communication with cross-functional team – related to Po pending & customer issues requiring resolution.
- Will work to improve communications between sales reps & internal teams & ensure consistent high level of service for our customers.
- Will work to complete price codes and resolve JDE Pricing Issues, work with Price Override Power Bi targeting high override accounts.
- Review errors, identify trends & implement counter measures to improve accuracy for customers & sales reps.
- Reduce surgery to cash timeline, reduce aging open orders, reduce billing errors, and provide accurate and timely sales data regarding cases needing usage entered, orders pending POs, orders on hold and orders with A/R disputes.
- Manage multiple regions and sales schedules for team
- Manage the performance of non-exempt team members, to include:
- writing and delivering performance appraisals
- administering disciplinary action when warranted
- providing positive recognition when warranted
- liaising with Human Resources to ensure consistency in administration and compliance with Company policies.
- focusing on the development of high potential employees.
- Hire/Manage /coach/mentor/develop non-exempt team members to encourage and support a high-performance work culture.
- Ensure all employees are provided with proper training and development. Monitor and drive timely training completion.
- Manage non-exempt timekeeping and monitor employee attendance (e.g., start time, breaks, etc.) via Workday. Manage employee vacation schedules and coordinate work schedules around quarterly meetings, planned vacation, etc. to ensure customer needs will be met.
- Monitor and ensure proper staffing levels are maintained and produce contingency plans for coverage in times of high volume, heavy employee vacation periods, etc. When needed, this will include directing the work of any assigned temporary staff and other associated responsibilities.
Required
- Bachelor’s Degree, or 6+ years of work experience in lieu of a degree
- Must have the ability to work flexible hours, as needed to support the business needs.
- Experience in account and people management
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker 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. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
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