The Customer Care Manager is responsible for the overall management of the NAM Service center. This position will handle a broad range of customer service-oriented duties including the attainment of service level targets and the monitoring and continuous improvement of systems and service levels. The Customer Care Manager is responsible for managing service department team members (local and remote employees), including customer service, and repair technicians. This position is responsible for assisting with the implementation and the control and further development of the ZOHO Desk ticket system. This position is responsible for the control, monitoring and tracking of repair services offered through the G4 technology and database.
A key responsibility of the Customer Care Manager role is to foster the COLTENE image within customer base and to offer exemplary customer service and to maintain a good relationship with all internal and external customers. Establishing trust, rapport and demonstrating consistent and high quality of service is core to being successful in this role and ensuring customer satisfaction.
Duties and responsibilities
- Effectively manages team members, including technicians and customer service representatives to ensure team objectives and sales goals are being carried out.
- Displays extensive working knowledge of industry standards and practices, including product details and company services offered.
- Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of customer concerns or complaints quickly and professionally.
- Assists with or performs administrative tasks.
- Develops working knowledge of industry regulations, restrictions, and laws, while ensuring the service department adheres to all regulations.
- Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency.
- Resolves service desk problems and improves current service desk methods to increase productivity and customer service.
- Works with Quality team members to monitor department issues and client complaints to define patterns and works to lessen recurring issues.
- Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly.
- Control, monitors, and tracks productivity and service through the G4 technology and database
- Control and further development of the ticket system.
- Development and implementation of training courses and workshops in the field of service orientation, complaint processing and communication
- Establishing and monitoring the quality assurance of customer services
- Close cooperation with the internal interfaces such as product management, production, and quality assurance.
- Identification of new fields of action and strategic development of customer service.
- Participation in international projects within the COLTENE Group.
- Works to understand the dental business so conversations with customers are very relatable and relevant.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications
The minimum qualifications listed below are representative of the knowledge, skill and/or ability needed in order to successfully perform the job.
- BA/BS college degree with emphasis in marketing, sales, or business
- 5 + years preferred of related professional experience in setting up and managing customer service units.
- Industry experience in the healthcare segment is required.
- Excellent analytical skills and IT understanding
- Detail-oriented
- Must have organizational skills and ability to multi-task and prioritize.
- In-depth experience in leading and developing employees.
- Familiar with building and leading virtual teams
- Knowledge of dealing with ticket and CRM systems (experience with ZOHO Desk is desired)
- Familiar with developing and implementing service strategies.
- Experienced in the application of quality assurance measures for the service sector.
- Experience in the conception and implementation of workshops or training in the field of customer service is desirable.
- Experience with international, multilingual customer projects.
- Strong communication skills and service orientation.
- High social skills and excellent teamwork skills
- Hands-on mentality
- Proficient in English
Working conditions
While performing the duties of this job, the employee works in primarily an office environment. The noise level in the work environment is quiet. This is a full-time salary exempt position requiring at least 40 hours per week, with hours of work and days scheduled determined by the VP of NAM Sales & Marcom. Special circumstances such as off shift and weekend work might occur on rare occasions. This position requires minimal travel.
Physical requirements
While performing the duties of this job, the employee is primarily sitting for prolonged periods of time. Standing, walking, or bending will occur from time to time. Prolonged periods of concentration and focus are required along with adequate interpersonal skills and the ability to deal with stress of time constraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear. This position requires regular and consistent attendance at the facility.
Direct reports
Customer Service and Repair Functions
It is the policy of Coltene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Coltene will provide reasonable accommodations for qualified individuals with disabilities.
Benefits
Coltene offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance:
- Generous Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Account (HSA) | Company-Paid Life and AD+D Insurance | Company-Paid Long-term and Short-term Disability | Voluntary Life Insurance | Voluntary Critical Illness, Hospital and Accidental Injury Insurance | 401(k) | Tuition Reimbursement Program | Pet Insurance
COLTENE USA
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