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 time
• 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.
• 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.)
• 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.
• undefined

Job Requirements:

• 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 preferred
• 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 the language(s) of the region of scope
• Familiarity with ERP systems, focus in Order management will be an advantage
• Valuable knowledge as User in CRM systems
• Oral and writing communication skills

#LI-PG2

Operating Company:

Ormco

Ormco 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.

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