The Customer Service Manager plays a crucial role at Stryker, leading the Customer Service team and overseeing all internal and external service activities. Key Responsibilities: - Lead, train, coach, and manage the performance of the customer service team, focusing on talent development and succession planning. - Oversee kit booking and order management processes and teams to ensure seamless execution. - Ensure high levels of customer satisfaction by monitoring interactions, resolving complaints, and improving service quality through data-driven insights. - Develop, communicate, and enforce policies and procedures to meet organizational goals and ensure compliance with regulations. - Support and execute the Customer Service strategy, aligned with global and regional objectives to drive business success. - Streamline processes to enhance efficiency, reduce costs, and improve service quality, leveraging expertise in Supply Chain Management. - Collaborate with other departments to align customer service with business objectives, fostering a culture of collaboration and excellence. - Report and analyze performance, providing actionable insights for strategic planning and decision-making. Requirements: - Bachelor's degree in Business, Engineering, or a related field. - Advanced proficiency in English and Spanish (written and spoken). - Proven experience in customer-facing roles and order management processes, with a strong track record of delivering results. - Solid experience in people management, including team development and performance oversight, with a focus on talent growth and succession planning. Preferred Qualifications: - APICS accredited or professional supply chain accreditation. - Lean Six Sigma Green Belt recommended. - Project Management certification desirable. - Knowledge in Portuguese is desirable. - Work experience in the medical device industry is preferred, with a deep understanding of Stryker's products and services. Stryker is a global leader in medical technologies, 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, impacting more than 150 million patients annually.