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Job Description:
The Customer Service Supervisor supports the Head of Customer Care in ensuring that Nobel Biocare is a reliable, professional and responsive partner for all customers. He/she is an excellent team player with a strong service and delivery mentality.
ACCOUNTABILITY:
To build, lead, coach and supervise a team of 7 – 15 team members.
To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach)
Implement and identify improvement areas of all European processes and procedures linked to Customer Service, in line with the Head of Customer Care
To 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 feedback
Lead 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.
To identify TOP 20 customers, to monitor and follow up on their customer satisfaction and implement countermeasures when necessary.
Make sure a correct Customer Master Data & Customer Discount maintenance in ERP is in place
Ensure a correct order handling: Quotations, Orders, Deliveries and Invoices
Supervise backorders to customers and implement corrective actions when necessary
Assure 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 practice
To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.)
Promote campaigns and offers agreed with the Head of Customer Care and Commercial colleagues.
Secure appropriate team training.
Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for review
To run regular team meetings, Daily Management follow ups with the team.
This Job is also suitable for persons with disabilities; attendance required – disabled-accessible building.
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Job Requirements:
KNOWLEDGE, SKILLS & EXPERIENCE:
Strong leadership skills and team playing
Stress resistance, strong structure and goal orientation
Solid customer focus and service orientation skills
Proven successful experience of building and developing teams
Passion for getting results and continuous improvement skills
Ability to build strategic work relationships and negotiate with internal and external customers
Able to communicate effectively, provide constructive feedback, mentorship and coaching
Advanced or proficiency English Level, plus native/ C2 level of French
Expert knowledge in SAP ERP systems, focus in the sales module
Valuable knowledge as User in CRM systems
Operating Company:
Corporate
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .