Senior Supervisor Customer Service North of

hace 1 semana


Bogota, Colombia Stryker A tiempo completo

**Who we want**:

- ** Metrics-oriented managers**.** People who are always tracking important business metrics to ensure projects meet expectations and budget.
- ** Quality-focused team drivers**. People who push their team to deliver the highest quality products and solutions in a timely manner.
- ** Managers who drive performance**. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.
- ** Effective communicators**.** People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams.

**What you will do**:
As a Customer Services Supervisor you will:

- Lead the Customer Service (CS) team.
- Manage the customer service area for drive North of Latin America (NOLA) as a customer centric company.
- Responsible for creating and managing all company sales orders in NOLA.
- Review and validate customer orders and duly communicate and proactively update delivery status to internal and external customers.
- Work closely with the Operations and sales / management teams to ensure on time delivery of the company shipment commitments.
- Build and improve CS capabilities.
- Basic Activities_
- Ensure that the processes of entering sales orders are appropriate for the business.
- Supervise that the entry and shipment of orders are carried out under the processes and times established and agreed with the customers.
- Validate orders from customers: ensure accuracy of values of the order and confirm authenticity.
- Proactively communicate when issues may impact promised delivery.
- Supervise the execution of the tasks assigned to each member of the customer service team.
- Establish agreements with the commercial area and define priorities for deliveries.
- Establish permanent communication with the other areas of the company to solve problems and proposals for improvement to the processes related to the operation of the business.
- Work closely with the Operations team and customers in order to achieve operational efficiency and to build customer confidence and lead customer service approach.
- Achieve the reliability of delivery projections dates
- Create best capacity plans for business by managing trade-offs between Customer Experience/ Service Levels, Employee experience and Cost Effectiveness.
- Responsible for the development and execution of collaboration plans with customers.
- Responsible for developing and implementing action plans to improve: OTP / OTIF, Order Cycle Time, Customer complaints, Returns and rejections, surveys (annual) complying with the business plan aligned with the commercial area and policies established by Stryker
- Ensure that SLAs are updated and aligned with commercial and customer expectations.
- Forecast and report monthly shipment values for the current and future months.
- Follow-up of KPIs of Service Level, OTP, Order Cycle Time, etc.
- Design suitable weekly and monthly reports to present performance results and KPIs about sales and inventory.
- Report all claims received from the customers.
- Serve and manage in a timely manner all the requirements of the quality and regulatory areas

**What you will need**:

- Degree in Industrial Engineering, Business or Supply Chain and Logistics related fields.
- Minimum 3 years of experience in the Operations Department, especially in positions like Planning / Purchasing / Operations / Import / Customer Service, Experience in Order to cash process.
- Minimum 2 year of experience as people leader.
- Fluency in English is mandatory.
- Advanced Microsoft Office tools knowledge required
- Extensive experience working with ERPs (user level)
- Knowledge of the main products of the business and a good understanding of the surgical and hospital dynamics.
- Availability to travel (up to 20%)
- Ability to influence other areas (finance, sales, international comex, external customers, indirect channels)



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