Stryker
Team Leader - Customer Service
Together with our customers, we are driven to make healthcare better. #WeAreStryker
Customer service and support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Stryker
Stryker is one of the world’s leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes
About the role
"Job description Are you a dynamic leader who thrives in a fast-paced environment? Do you have a passion for delivering exceptional customer service while making a difference through your work? If so, this is the perfect opportunity for you!
We are looking for a Customer Service Leader who can lead a high performing team for our Virtual (Email/Admin) function to drive process improvements and outstanding service to customers. This is a role for someone who leads with a solutions-focused mindset, embraces challenges, and loves coaching, mentoring and developing.
What You’ll Do:
- Lead, Develop & Inspire – Manage and mentor a high-performing customer service team of 6, fostering a positive and results-driven culture. - Drive Process Improvements – Implement strategies to enhance operational efficiency, audit compliance, and service delivery. - Manage Stakeholder Relationships – Work closely with internal and external stakeholders and customers. - Oversee Operational Reporting – drive quality and compliance, maximise productivity, utilise new technologies and ensure accuracy and timely of requests. - Balance Priorities & Competing Demands – Effectively manage workloads, team performance, and strategic objectives simultaneously
Who We’re Looking For: Required:
- Minimum of 5 years in a customer-facing role, with at least 2+ years experience managing a high performing team to success. - Strong understanding of customer service operations and impact in the medical device industry. - Full working rights in Australia.
Preferred:
- Track record of proven process improvement by identifying inefficiencies, implements smarter workflows, and enhances business performance. - Confidently handles difficult conversations with internal and external stakeholders while maintaining professionalism and fostering productive relationships. - Embraces challenges, seeks out learning opportunities, and remains agile in a dynamic business environment. - Thrives under pressure, balancing competing priorities with a proactive and optimistic mindset. - Proficiency in JDE, Power BI, and advanced Excel (SQL experience is a plus). "
What you'll be responsible for
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Query Handling (online / live chat)
Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Verbal communication
Speaks clearly to convey information effectively to a target audience
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
