About this role
Head of Customer Service - Korea
Work flexibility: Hybrid Req ID: R567783 Employee type: Full Time
Job category: Customer Services Travel: Relocation: No
Looking for a place that values your unique talents? Discover Stryker's award-winning culture.
We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
Drive operational excellence and elevate customer experience in a high-impact leadership role supporting a dynamic healthcare business. You will lead day-to-day customer service operations, optimize end-to-end order management, and strengthen cross-functional collaboration to deliver consistent, high-quality outcomes. This is an opportunity to shape processes, develop talent, and create measurable impact across Korea.
What You Will Do
- Lead a team of customer service professionals, allocating work, monitoring performance, and ensuring delivery against defined targets
- Lead and supervise daily customer service operations to ensure stable execution and adherence to service timelines
- Manage end-to-end order processes including order entry, returns, backorders, and invoicing, ensuring accuracy and on-time fulfilment
- Monitor order backlog and resolve discrepancies to maintain service levels and customer satisfaction targets
- Support key accounts across dealers and hospital channels, ensuring consistent service delivery and issue resolution
- Identify process gaps and implement continuous improvement initiatives to increase efficiency and reduce cycle times
- Standardize workflows and enforce adherence to operating procedures across the team
- Collaborate with Sales, Supply Chain, Finance, and Logistics to align on customer requirements and resolve operational challenges
What You Will Need
Required:
- Minimum 10 years of experience in customer service, operations, or order management
- Minimum 2 years of experience leading or supervising a team
- Experience managing end-to-end order management processes
- Working proficiency in English (spoken and written)
- Strong hands-on knowledge with ERP systems (e.g., SAP, JDE, or equivalent)
Preferred:
- Experience in the medical device or healthcare industry
- Active participation in ERP implementation or enhancement
- Demonstrated contributions in Process enhancement, automation initiatives
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 and Orthopaedics that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually.
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