Customer Service Operations Lead

hace 1 mes

San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo
About Straumann Group

At Straumann Group, we empower our employees to make an impact and drive change. Our commitment to innovation is rooted in evidence-based solutions that cater to the evolving needs of the dental industry.

We are a leader in esthetic dentistry, tooth replacement, and restoration solutions. Our product portfolio includes dental implants, clear aligners, instruments, CADCAM prosthetics, and biomaterials.

The Customer Service Supervisor Role

As a Customer Service Supervisor at Straumann Group, you will be responsible for managing and developing a local Customer Service Team to deliver exceptional customer service to internal and external customers. Your goal will be to achieve team key performance metrics and align the team with company objectives.

You will train and develop your team through goal setting, coaching, and mentoring for success. Additionally, you will drive change and contribute to the continuous improvement of customer service policies and programs.

Your role will involve acting as a liaison between customer service and other internal departments to ensure the best customer experience and compliance with FDA regulations.

Responsibilities
  • Manage and supervise Customer Service Staff
  • Ensure 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

**Salary Range:** $70,000 - $100,000 per year (dependent on location and experience)

This position requires a Bachelor's degree in business administration or a related field, along with 3+ years of supervising experience and 5+ years of progressive experience in Shared Services with exposure in multiple areas of operations/functions such as Call Center. Fluency in English is also required.

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