Bi-lingual Customer Care and Sales Analyst in Morrisburg, Ontario at Ormco

Date Posted: 8/14/2019

Job Snapshot

Job Description

Job ID: ORM001694

About Us

For nearly 60 years, Ormco has partnered with the orthodontic community to manufacture innovative products and solutions to enhance the lives of our customers and their patients. Distinguished products range from legacy twin brackets (Inspire ICE™, Titanium Orthos™ and Mini Diamond™) to pioneering the self-ligating appliances with the Damon™ System (including Damon™ Q2 and Damon™ Clear 2). Ormco’s Insignia™ Advanced Smile Design™ provides an all-inclusive customized indirect bonding solution for increased clinical efficiency. From personalized service to professional education programs and marketing support, Ormco is committed to helping orthodontists achieve their clinical and practice management objectives. For more information, visit www.ormco.com.



Description

Creates and Analyzes reports for customer care and the sales organization. Highly professional analytical position managing all reports and workforce management. Technical position requiring strong verbal and written communication skills and the ability to work independently. Creates and track daily, weekly and monthly metrics, establish and drive team toward goals while exhibiting strong customer relationship skills.


Essential Duties and Responsibilities: 
  • Monitor daily customer care performance.  Make adjustments to ensure that department response time and service goals are met.
  • Build statistical models or adapt existing ones to meet customer care requirements.
  • Effectively analyze, synthesize and interpret data related to internal and external customer needs.
  • Manage data gathering management & reporting, report development and maintenance, ad hoc queries into corporate information system.
  • Validates and approves time cards to ensure accurate payroll processing.
  • Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department.
  • Interacts with other departments to coordinate communication, activities, workflow and/or training that would affect the competency of the respective customer care area.
  • Other duties may be assigned.


Job Requirements



Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required
  • Fluency in both French and English required.
  • High School diploma/GED required; preference will be given to candidates with an Associate's degree (A.A.) or equivalent certification from a two-year college or technical school.
  • 3 years Data Management experience or Sales Analysis required.
  • 2 years experience in Customer Service or in resolution of complaints, preferably within a manufacturing company required.
  • 2 years experience in call center forecasting and scheduling required.
  • Must be able to travel extensively to the US the first 2 months of employment, and one week every quarter thereafter.
Preferred
  • Ability to effectively present information and respond to questions from groups of managers.
  • Ability to write reports, business correspondence, and procedure manuals. 
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
  • Ability to apply concepts of basic algebra.
  • Experience in writing policies and procedures that support departmental functions and Customer Care goals.
  • Experience building rapport and effectively managing team involvement in a dynamic business environment. 
  • Tableau experience preferred.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

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Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.