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Customer Care and Sales Analyst in Pomona, California at Ormco

Date Posted: 3/16/2019

Job Snapshot

Job Description

Job ID: ORM001544

About Us

Since 1960, Ormco, one of the many successful companies owned by Danaher Corporation, has been developing, manufacturing, and marketing a broad line of orthodontic appliances and related products for sale in the U.S. and abroad. Ormco provides orthodontists with brackets, wires, adhesives, and ancillary supplies used through the course of treatment.

Ormco believes the direct contact of its sales force with orthodontists facilitates the identification and verification of market trends and new product opportunities. Ormco works closely with orthodontists to improve existing products and develop new products primarily through its Champion programs in which selected orthodontists assist Ormco in designing, developing and ultimately educating users on new product and technique innovations.


Description

reates 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: includes the following. Other duties may be assigned by management.

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 timecards 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.

Supervisory Responsibilities:  NONE              

Competency:                      

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical Abilities: Ability to create, read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

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 :                      

High School diploma/GED or Associate's degree (A. A.) or equivalent from two-year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.

3 years Data Management experience or Sales Analysis

1-2 years experience in Customer Service or in resolution of complaints, preferably within a manufacturing company.

1-2 years experience in call center forecasting and scheduling.

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 Overview

Danaher's Dental Platform is a $3B global business focused on all aspects of dental care.  With the intention to spin-off the Dental Platform to become its own public company in the second half of 2019, “Dental Co” will become one of the largest and most innovative dental companies in the world.  We are changing the face of dentistry with our differentiated portfolio of products designed to serve every dental professional’s need. It is our mission to make our dentist's work simpler and better connected so more patients are cared for in a shorter time. Our dental brands include traditional consumables and equipment (KaVo Kerr) and specialty products (Ormco and Nobel Biocare).