Customer Service Manager

**#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**:
Manages a team of Customer Service Representatives to deliver distinctive customer service to Straumann’s customers in North America. Creates a culture of highly engaged employees. Drives change and contributes to the continuous improvement of customer service. Develops strategies to continually improve customer experience. Acts as liaison between customer service and other internal departments to ensure the best customer experience as well as compliance with FDA regulations. Implements key performance metrics to align the team direction with company sales and service objectives.

**Responsibilities**:

- This position is responsible for, but not limited to, the following:_
- Collaborates with other Customer Service Managers in North America to develops goals and expectations for the Customer Support Team
- Spends 65-70% of time coaching and developing team members.
- Responsible for on boarding and continued development of all CSRs within the department.
- Participate in the daily call center operation; staffing, planning, assigning tasks, and monitoring workflow to ensure the timely processing of all orders in a multi-channel contact center.
- Drives continuous improvement in process and service-delivery.
- Collaborates cross-departmentally with Sales, Marketing, Education and Finance to execute on strategic goals.
- Subject Matter Expert in call routing and design, telephone messaging and announcements, and integrated Quality Monitoring systems (e.g. VPI).
- Subject Matter Expert in SAP Sales and Distribution module.
- Represents Customer Service in a wide variety of projects that support Company initiatives, programs, and promotions.
- Analyzes reports/statistics to identify trends for optimal service level achievement.
- Handles escalated customer issues.
- Performs call monitoring to ensure quality of service and appropriate level of product knowledge.

**Management Responsibilities**:

- Up to 10 Customer Service Representatives

**Minimum Qualifications**:

- Fluent in English
- Bachelor's Degree in Business Administration or equivalent experience.
- 5+ years business experience with progressively increasing responsibility.
- 5+ years customer service supervisory experience, preferably in a fast paced, high volume call center environment.

**Preferred Qualifications**:

- Dental industry background or experience
- Ability to coach and develop people.
- Ability to develop and implement procedures.
- Ability to make decisions and act with information available while understanding larger impact.
- Ability to think strategically and understand larger business implications of decisions.
- Strong writing, presentation, verbal and written communications skills.
- Excellent interpersonal and relationship-building skills.

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**:10330