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Customer Service Supervisor in Alpharetta, Georgia at KaVo Kerr

Date Posted: 11/30/2018

Job Snapshot

Job Description

Job ID: KAV003138

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

The Customer Service Supervisor is responsible for providing leadership, mentoring, training and driving process excellence in pursuit of giving customers a quality service experience. The primary function of this position is to supervise the Customer Service team’s performance of Order Management activities while ensuring performance standards are met.  This role manages daily operations, identifies gaps, develops countermeasures, and drives continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Manages the Customer Service and Order Processing teams to provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded.
  • Identifies and analyzes issues directly impacting order processing efficiency and implements countermeasures for continuous improvement.
  • Implement Customer Service policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
  • Utilizes metrics to track performance and workload management to optimize productivity and efficiency within the department. 
  • Ensures processes and procedures are compliant and consistent with established policies.
  • Communicates to all levels of the organization (Sales/Finance/Tech Support/SLA/Product Management) regarding issues and solutions.
  • Works in conjunction with other department leaders to ensure orders are completed timely and that the team is consistently improving its delivery turn-around time and overall performance and accuracy.
  • Confers with internal and external departments and associates to exchange information and resolve problems.
  • Develops training materials and conducts training on order processing functions.
  • Provide fast response and maintain a high level of professionalism at all times.
  • Manage customer escalations to resolution
  • Assist with other duties or projects, as assigned.
  • Experience analyzing continuous quality improvement needs and opportunities and implementing responsive strategies and procedures.
MOST IMPORTANT COMPETENCIES PREFERRED:
  • Leadership – Must be able to inspire others to act on key initiatives.
  • Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
  • Influence – Must be able to influence direct reports, peers, leadership staff, internal and external customers.
  • Conflict Management – Must be able to address conflicts quickly and see them as opportunities for improvement.
  • Organizational Agility – Knows how to get things done both through formal channels and the informal network
  • Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
  • Results orientation – Must consistently deliver results.
  • Communication – Must be able to effectively communicate in both written and verbal forms.
  • Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
  • Positive Attitude – Does what it takes to successfully accomplish goals
  • Soft Skills- The ability to engage customers verbally in a professional manner

Job Requirements



Qualifications

The Customer Service Supervisor must be an independent worker, hands-on, and detail-oriented.  This role is very customer focused in terms of providing accurate information to all relevant constituents.  The individual must be a professional who can deliver results and serve as a mentor to other team members and have strong interpersonal and communication skills. The Customer Service Team Supervisor will be capable of operating in a fast-moving, ever-changing environment, while providing timely response.  This role requires good business acumen, ability to cross train on all areas within Customer Service, have a keen attention to detail, and the ability to learn and utilize databases and other complex computer software.  Additionally, this role requires availability to work standard departmental hours, holidays and overtime as dictated by business needs, and must be able to meet business needs, especially around month/quarter/year ends. 

REQUIREMENTS:
  • High school diploma or equivalent required; Associates or Bachelor’s Degree in Business Administration or related field preferred
  • 3+ years in Customer Service/Order Processing Management in a leadership position
  • 1 year of experience with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
  • 1 year SAP experience preferred
RELATIONSHIPS:
  • Internal relationships:
  • Reports to the Customer Care Manager
  • Frequently interacts with all functional departments
  • External Relationships:
  • Frequently interacts with customers and partner dealers
PERSONAL TRAIT PROFILE PREFERRED:
  • Strong interpersonal skills
  • Customer focused
  • Results driven
  • Detail oriented
  • Patient
  • Self-sufficient
  • Enthusiastic
  • Team orientation (knows when to lead and when to follow)
  • Lives the “continuous improvement” philosophy and can drive change successfully
  • Logical and creative thinker
  • Poised, strong personal impact
  • Confident
  • Ability to influence others – credible
  • Facilitation skills

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 industrial solutions. Our globally diverse team of 59,000 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 #144 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 2,000% over 20 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.