Dental Industry Leader

hace 4 días


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

Company Overview

The Straumann Group is a leading player in the dental implant and biomaterials industry. Our mission is to empower people to perform and make an impact, to question the status quo, and drive change.

We deliver innovation based on evidence and are committed to delivering superior customer service to our internal and external customers.

Job Description

The Customer Service Supervisor will be responsible for managing and developing one local Customer Service Team to deliver exceptional customer experiences.

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 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
  • Other duties as assigned.

Physical Attributes

This role may involve sitting for extended periods and requires bending, crouching, and reaching while performing job tasks.

It also involves utilizing dexterity abilities to perform typing, operating a computer, and other office equipment, filing, and related job responsibilities and attention to detail competence.

Spend significant time reading both on paper and on a computer.



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