**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 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 Int’l CS Manager. **What You Need** + 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 Stryker 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 150 million patients annually. Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.