[ref. d03974320] Associate Manager, Customer Service – Commercial Partner - MEA

Job Description

• 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 add value to the customer/clients.
• Conducting onboarding sessions for new clients and team members and Support CS team with order entry, tracking, and processing whenever is needed
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• 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.
• Ensure compliance with legal, regulatory, and company standards and complete commercial report performance (projection) and KPIs to senior management.
• Analyze pricing, profitability, and customer data to inform decision-making.
• Coordinate and ensure fulfillment of tender obligations: coordinate with internal teams to gather information, process orders, ensuring compliance with tender requirements, and collaborating with legal and finance departments.
• Serve as the primary point of contact for Escalations for Order delivery improvement, reviews warranty claims.
• Participates in initiatives related to termination process and integration of new ICs.
• Assist during Divisional, BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager.

• Graduate degree in a Business or Logistics discipline(s) or relevant field.
• Experience in Oracle, SAP and CS processes
• Excellent knowledge of English
• Minimum 6 years of similar experience

Alongside its customers around the world, Stryker impacts more than 150 million patients annually.