Customer Sales and Service Manager

Job Summary:The Customer Sales & Service Manager is the business leader of Zests Customer Contact function which comprises TBD individuals located in our corporate headquarters as well as TBD remote individuals located in key markets throughout the country. Zests Customer Contact efforts are a critical part of our overall commercial efforts and provide primary support to both direct (i.e., clinicians and their staff) as well as indirect (i.e., distribution partners) customers. Our Customer Contact team is responsible for driving sales, providing customer service, and fielding technical product support inquiries. This role is responsible for developing effective procedures to support the business, defining performance metrics, and managing the efforts of our Customer Contact team. Success in this role will be realized through revenue generation, customer satisfaction, and customer retention.Essential Job Duties and Responsibilities:

• Provide daily supervision, direction, and coaching, to the Customer Contact team whose duties include order management (e.g., entry, payment, shipment processing, and product returns), customer service (e.g., product and order questions and issues), and technical support (e.g., product and technique questions)
• Recruit, train, develop, and performance manage Customer Contact team members; training will include customer sales and service best practices as well as technical and product knowledge
• Develop and implement department and individual level KPIs and performance manage team against those KPIs
• Establish, document, and implement departmental policies and procedures
• Establish team schedules ensuring minimal customer hold time; personally, field customer inquiries as required during peak or overflow times
• Participate in the development and ongoing management of the Customer Contact budget
• Develop and implement contests/spiffs to create focus on initiatives or products of strategic importance to the company
• Partner with Direct and Indirect Sales Supervisors to ensure incoming prospect calls are forwarded to appropriate Sales team members for follow up
• Partner with IT leadership in the monitoring, maintenance, and improvement of systems critical to the department including relevant module of the companys Enterprise Resource Planning (ERP) software, Customer Relationship Management (CRM) software, and telecommunications/chat functionality
• Travel, occasionally, to participate in industry trade shows and other events as required

• Previous leadership experience and demonstrated success in frontline (inbound and outbound) Customer Contact roles is required; experience in the dental implant industry or related industries (e.g., dental laboratory) is preferred
• Excellent verbal and written communication skills to include the ability to diffuse complex customer situations and issues that develop between employees in close quarters
• Ability to constantly monitor, interpret, and respond to all KPIs that drive success for our customers and our business
• Ability to analyze complex situations and problem-solve independently
• Experience working in cross-functional teams
• Ability to manage multiple projects simultaneously and respond flexibly to changing market conditions or company priorities
• Experience with relevant systems and software preferred including Google Workspace, Made to Manage (ERP), Zoho (CRM), and Vonage
• Relevant educational background (e.g., business, communications, marketing etc.) or equivalent professional qualification required