Job Description:
ABOUT ENVISTA HOLDINGS CORPORATION
Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.
Job Description:
POSITION SUMMARY:
Oversee a team that handles eight different business units within the Dental and Medical fields. Provides leadership, training and mentoring in the pursuit of service excellence. Supervises and coordinates activities of all personnel in the department engaged in Customer Care.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Oversee daily activities of the Customer Care Reps and provide written and oral instructions as needed.
· Assists CCRs with escalated issues.
· Provides performance appraisal feedback and issues verbal and/or written performance warnings as necessary.
· Validates and approves timecards to ensure accurate payroll processing.
· Develops an in-depth awareness of respective product brands including basic characteristics, features and related areas.
· Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints.
· Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department.
· Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner.
· Provides training and encourages professional development.
· Maintains harmony among workers and resolves grievances.
Job Requirements:
QUALIFICATIONS:
· English at a B2+ level in all domains
· Bachelor's degree from a four-year college or three to four years’ related Customer Care experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Strong experience in Customer Service or in resolution of complaints, preferably within a manufacturing company.
· Experience in writing policies and procedures that support departmental functions and Customer Care goals.
· Experience building rapport and effectively managing team involvement in a dynamic business environment
· Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
PREFERRED SKILLS:
Ability to compute common business figures such as percentages, discounts, ratios, etc. and draw and interpret charts and graphs.
OTHER QUALIFICATIONS:
Ability to carry out instructions furnished in written, oral, or diagram form and to deal with problems involving several concrete variables in standardized situations. Deal with negative situations in a positive and productive manner.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Order processing systems, Spreadsheet software, Word Processing software and CRM.
Certificates, Licenses, Registrations:
No special certification, license or registration is required
Physical Demands:
· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Job Requirements:
ABOUT ENVISTA HOLDINGS CORPORATION
Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.
Job Description:
POSITION SUMMARY:
Oversee a team that handles eight different business units within the Dental and Medical fields. Provides leadership, training and mentoring in the pursuit of service excellence. Supervises and coordinates activities of all personnel in the department engaged in Customer Care.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Oversee daily activities of the Customer Care Reps and provide written and oral instructions as needed.
· Assists CCRs with escalated issues.
· Provides performance appraisal feedback and issues verbal and/or written performance warnings as necessary.
· Validates and approves timecards to ensure accurate payroll processing.
· Develops an in-depth awareness of respective product brands including basic characteristics, features and related areas.
· Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints.
· Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department.
· Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner.
· Provides training and encourages professional development.
· Maintains harmony among workers and resolves grievances.
Job Requirements:
QUALIFICATIONS:
· English at a B2+ level in all domains
· Bachelor's degree from a four-year college or three to four years’ related Customer Care experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· Strong experience in Customer Service or in resolution of complaints, preferably within a manufacturing company.
· Experience in writing policies and procedures that support departmental functions and Customer Care goals.
· Experience building rapport and effectively managing team involvement in a dynamic business environment
· Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
PREFERRED SKILLS:
Ability to compute common business figures such as percentages, discounts, ratios, etc. and draw and interpret charts and graphs.
OTHER QUALIFICATIONS:
Ability to carry out instructions furnished in written, oral, or diagram form and to deal with problems involving several concrete variables in standardized situations. Deal with negative situations in a positive and productive manner.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Order processing systems, Spreadsheet software, Word Processing software and CRM.
Certificates, Licenses, Registrations:
No special certification, license or registration is required
Physical Demands:
· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
· While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Operating Company:
KerrEnvista 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.