Customer Service Manager

Job Description

Manages a team of Customer Service Representatives to deliver distinctive customer service to Straumann’s customers. 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.

This position is responsible for, but not limited to, the following:

• 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.
• Responsible for 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.

Qualifications

• Bachelor's degree in business administration or equivalent experience.
• Minimum 5-7 years business experience with progressively increasing responsibility.
• 2-5 years customer service supervisory experience, preferably in a fast paced, high volume call center environment.
• SAP proficiency a definite plus.
• Some college preferred.
• 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 an understand larger business implications of decisions
• Strong writing, presentation, verbal and written communications skills.
• Excellent interpersonal and relationship-building skills.
• Self-directed and self-motivated.
• Demonstrates ability to prioritize conflicting demands. Must have ability to exercise independent judgment in planning and organizing and to handle multiple projects at the same time

Additional Information

Straumann Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.