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Stryker Manager, Customer Engagement in Tempe, Arizona

Essential Duties and Responsibilities

  • Communicate objectives and expectations, measure performance and recognize achievements

  • Develop a highly effective team through hiring, development, coaching and performance management

  • Align individual strengths, business requirements and career development to drive an engaged workforce

  • Maintain a tactical approach to activities, while ensuring delivery towards the strategic goals of the department

  • Identify and anticipate customer needs to successfully drive results and engaging experiences

  • Effectively research scenarios with articulate delivery of results and/or recommendations to stakeholders

  • Build effective relationships through liaison role involving external sales force and internal organization

  • Evaluate employee performance on core competencies and create effective individual development plans

  • Conduct training programs that target areas of non-performance or new skill development

  • Develop a talented analytics team that achieves service goals through effective knowledge management

  • Facilitate team meetings and necessary training or educational events to deliver on key initiatives

  • Increase customer loyalty and retention through competitive service programs that highlight customer needs

  • Drive improvements in procurement model to “simplify and automate customer’s purchasing process”

  • Manage compliance to corporate and division policies, ensuring support of quality management systems

  • Additional activities, projects or assignments, as defined

Qualifications

  • Strong customer orientation including excellent listening, facilitating and problem solving skills

  • Excellent business analytical skills and ability to understand complex business processes

  • Excellent communication skills including analysis, preparation and report presentation

  • Relationship building skills at multiple levels within the organization and customers

  • Highly organized with ability to set priorities and deliver results within assigned deadlines

  • Ability to effectively handle conflict and confront challenging issues in a fast-paced work environment

Education and/or Experience

  • B.S./B.A. degree required; MBA (preferred)

  • 3+ years of experience managing a help desk or sales/customer support team strongly preferred

  • 5+ years of experience in customer service, consulting or customer relationship management required

  • Advanced knowledge of MS Office Suite with strong Microsoft Excel and PowerPoint skills (required)

  • Knowledge of JD Edwards and/or applicable ERP Sales Order module experience (required)

  • Knowledge of Business intelligence tools, i.e. Business Objects or Cognos (required)

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