Customer Care Supervisor in Pomona, California at KaVo Kerr

Date Posted: 8/23/2019

Job Snapshot

Job Description

Job ID: KAV004184

About Us

KaVo Kerr is a cohesive organization comprised of two global leaders, united to provide dental excellence and serve as a single premier partner for the dental community.  KaVo Kerr operates with a common vision inspiring and helping our customers, their patients and our own associates realize their potential.  KaVo Kerr offers solutions for endodontics, restoratives, treatment units, infection prevention, imaging, rotary and instruments.

Description

Provides leadership, training and mentoring in the pursuit of service excellence. Supervises and coordinates activities of all personnel in the department engaged in Customer Care.

Essential Duties and Responsibilities : includes the following. Other duties may be assigned by management.
  • Oversees daily activities of the Customer Care Reps (CCRs) and provides written and oral instructions as needed.
  • Assists CCRs with escalated issues.
  • Provides performance appraisal feedback and issues verbal and/or written performance warnings as necessary.
  • Designs work schedules and monitors adherence.
  • Validates and approves timecards to ensure accurate payroll processing.
  • Maintains employee motivation by distributing rewards and recognizing achievements.
  • Develops an in-depth awareness of respective product brands including basic characteristics, features and related areas.
  • Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints.
  • Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department.
  • Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner.
  • Provides training and encourages professional development.
  • Tracks information to compile work volume statistics for accounting purposes and to improve Customer Care and interaction with other areas in the company.
  • Maintains harmony among workers and resolves grievances.
  • Interacts with other departments to coordinate communication, activities, workflow and/or training that would affect the competency of the respective customer care area.
Supervisory Responsibilities :                      
  • Highly professional supervisor position managing a team of Customer Care representatives.  Technical position requiring strong verbal and written communication skills and the ability to work independently. Manage and motivate Customer Care Reps’ activities, track daily, weekly and monthly metrics, establish and drive team toward goals while exhibiting strong customer relationship skills.
  • Directly supervises up to 12 employees in the Customer Care Department (CCRs). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competency :                      
  • To perform the job successfully, an individual should demonstrate the following competencies:
  • Leadership – Exhibits the ability to communicate effectively and motivate personnel to achieve organizational goals. Able to select, train and develop quality employees, while promoting teamwork and building and maintaining high morale. Ties individual objectives to organizational goals and maintains high performance and ethical standards for self and others.

Job Requirements



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.

Education and/or Experience:                    

  • Bachelor's degree from a four-year college or university; or three to four years’ related Customer Care experience and/or training; or equivalent combination of education and experience
  • 2+ Customer Service or in resolution of complaints, preferably within a manufacturing company.
  • 2+ Years experience writing policies and procedures that support departmental functions and Customer Care goals.
  • 2 + years experience building rapport and effectively managing team involvement in a dynamic business environment.

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.