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    Associate Manager Business Process Expert - São Paulo, Brasil - Stryker

    Stryker
    Stryker São Paulo, Brasil

    há 1 semana

    Default job background
    Tempo integral
    Descrição

    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)

    Who we want

    Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.

    Business-oriented evaluators. People who effectively interpret information to demonstrate the effects of business initiatives, regulation and industry trends for sales, management, and leadership teams.

    Meticulous documenters. Detail-oriented people who enjoy maintaining meticulous documentation of reports, metrics, proposals, and presentations.

    Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

    User-focused creators. People who imagine with the user in mind, developing technology that helps change patients' lives.

    What you will do

    Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery, and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

    The role will be responsible for designing and deploying standardized process in customer experience within the LatAm region working with the PMO and the IT functions to improve the performance in terms of order management, and key transactions with end customers.

    What you need

    Education & special trainings:

    Bachelor's degree required.

    Advanced English skills required.

    Previous experience in the Operations field required.

    Customer Service experience highly desired.

    Qualifications & experience:

    Strong communication skills.

    Strong analytical and problem-solving skills.

    Good business acumen and negotiation skills.

    About StrykerStryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company 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 130 million patients annually. More information is available at

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