**#ChangeMakers**
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.
**#WeChangeDentistry every day. Be part of it.**
**Position Summary**:
The Customer Service Supervisor will be responsible for managing and developing one local Customer Service Team to deliver superior customer service to Straumann's internal and external customers. Achieve team's key performance metrics to align the team with company objectives. Trains and develops team through goal setting, coaching, and mentoring for success. Drives change and contributes to the continuous improvement of customer service policies and programs. Acts as liaison between customer service and other internal departments to ensure the best customer experience as well as compliance with FDA regulations.
**Responsibilities**:
- This position is responsible for, but not limited to, the following_
- Manage and supervise Customer Service Staff
- Ensures staff understand and abide by Company Policies and Procedures
- Provide effective leadership and clear direction to staff with accurate and timely feedback on employee issues and performance
- Plans and assigns tasks, monitors workflow in the day-to-day operation
- Responsible for training and development of staff members on process and procedures within department
- Conducts performance evaluations for assigned representatives
- Conduct regular staff meetings
- Fosters a positive and professional work environment.
- Analyzes reports/statistics to identify trends for optimal service level achievement
- Lead and participate in cross-functional teams
- Identify areas for workflow process improvements to ensure maximum productivity of department
- Validate procedures manuals for Customer Service Process are updated
- Responsible for proper training and development of all representatives within the department
- Initial point of contact for new processes and procedures that will impact department workload
- Responsible for reporting and analyzing CS SAP, CRM and Service Cloud activities on a monthly basis and reporting to operational management on findings
- Build and maintain relationships with all other departments through regular meetings
- Handles escalated internal and external customer issues
- Performs interactions monitoring to ensure quality of service and proper level of product knowledge
- Other duties as assigned.
**Physical Attributes**:
- May sit for extended periods of time.
- Bend, crouch and reach continuously while performing required job tasks.
- Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.
- Spend significant time reading both on paper and on a computer.
**Minimum Qualifications**:
- Bachelor's degree in business administration or another related field
- 3+ years of experience in supervising roles
- 5+ years of progressive experience in Shared Services with exposure in multiple areas of operations/functions such as Call Center
- Fluent in English
**Preferred Qualifications**:
- Demonstrated skills in analysis, complex problem solving and reasoning
- Strong analysis/statistical problem-solving skills
- Strong training/coaching/mentoring skills
- Ability to influence up and down, and collaborate strongly with peers
- Influencing by the hands-on style of management
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- Strong interpersonal and written communication skills
- Strong presentation skills
CustomerEnablers
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
**Employment Type**:Full Time
**Alternative Locations**:Costa Rica : Heredia
**Travel Percentage**:0 - 10%
**Requisition ID**:14271