Ormco Customer Service Supervisor

Job Description:The Customer Care Supervisor supports the Head of Customer Care in ensuring that Ormco Customer Service is a reliable, professional and responsive partner for all customers. He/she is an excellent team player with a strong service and delivery mentality.ACCOUNTABILITIES :To lead, coach and supervise a team of 7 – 12 team members.To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach)Ensuring that the orders are correct and placed byt cutoff timeImplement and identify improvement areas of all European processes and procedures linked to Customer Service, in line with the Head of Customer CareTo distribute and organize the daily workload, take charge of escalations.To build excellent relationship with stakeholders (sales, cash collection, finance, warehouse colleagues).To participate on stakeholders’ meetings, to represent the CS organization, to collect and action on Customer Experience feedbackLead and provide Customer Care associates all necessary information, to organize training, to provide work instructions and tools to cover their roles.Ensure smooth team operations and effective collaboration.Make sure a correct Customer Master Data & Customer Discount maintenance in ERP is in placeEnsure a correct order handling: Quotations, Orders, Deliveries and InvoicesSupervise backorders to customers and implement corrective actions when necessaryAssure fulfilment of the local Terms and Conditions of Sales: Returns, Discounts, Freight charges and Warranties&Complaints.Guarantee the customer experience cycle in all service incidents with sense of urgency, strengthening customer loyalty.To assure fulfilment of the local legal requirements practiceTo highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.)Secure appropriate team training.Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for reviewTo run regular team meetings, Daily Management follow ups with the team.undefinedJob Requirements:Strong leadership skills and team playingStress resistance, strong structure and goal orientationSolid customer focus and service orientation skillsProven successful experience of building and developing teams preferredPassion for getting results and continuous improvement skillsAbility to build strategic work relationships and negotiate with internal and external customersAble to communicate effectively, provide constructive feedback, mentorship and coachingAdvanced or proficiency English Level, plus the language(s) of the region of scopeFamiliarity with ERP systems, focus in Order management will be an advantage Valuable knowledge as User in CRM systemsOral and writing communication skills#LI-PG2Operating Company:OrmcoOrmco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.