Manager, Customer Care
Dentsply International - Pennsylvania

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The Manager, Customer Care will lead and direct the customer service, technical service, product service and product training functions and is responsible for implementing policies, procedures and practices that support the increasing efficiency and effectiveness of these functions. The position is also responsible for developing and implementing a strategy for elevating the level of customer care provided and for identifying and implementing metrics appropriate to a best in class customer care department.

ESSENTIAL DUTIES:
  • Create and implement customer care strategies that will increase long-term customer satisfaction, maximize our value proposition and take into consideration customer preferences, reactions and perceptions
  • Develop, implement and deliver on a comprehensive customer care plan that considers a total service delivery offering, including product repair, product support, product education and customer service
  • Measure, assess and critique current customer care strengths and weaknesses and implement policies, procedures and practices that leverage these strengths and improve weaknesses
  • Develop and implement a system to ensure the timely communication of customer comments, complaints and/or needs to applicable parties and ensure there is prompt and appropriate follow up to customers and instill a customer-focused culture within the organization
  • Develop/improve existing communication between customer service, product service, and product repair to improve product quality
  • Develop programs and processes around customer care with the larger DENTSPLY organization in mind
  • Develop metrics that appropriately measure best in class service criteria and establish action plans when metrics are not being consistently met
  • Employ sound talent and performance management practices to lead, develop and train a team of customer and product service employees

RELATED DUTIES:
  • Work closely with the DNA dealer group and merchandising to provide timely and accurate information on dealer order status, product availability, etc.
  • Work closely with QA to ensure customer complaints are captured and trend information conveyed
  • Work closely with Manufacturing to understand and convey accurate product availability
  • Work with Marketing and DNA to develop cross-selling, up – selling, and promotional opportunities
  • Work with Website Manager on developing customer friendly web tools around free-goods redemption, repair services, product ordering and status, etc.

MINIMUM QUALIFICATIONS:

Training and Experience :
  • Bachelor’s degree in Business, Management, Marketing or a related field, and a minimum of 10 years relevant work experience or an equivalent combination of training and experience
  • MS/MBA preferred
  • Significant experience managing a successful customer service call center and managing customer and product service employees
  • Significant experience in negotiating and working with internal business partners

Knowledge, Abilities and Skills :
  • Ability to understand the Company’s varying product lines and their differing customer segments and needs
  • Sound knowledge of personal computers and software programs, including Microsoft Office Suite
  • Knowledge of Good Manufacturing Practices (GMP) and ISO as they pertain to this position
  • Knowledge of generally-accepted office practices and procedures
  • Ability to drive for and achieve effective results that are consistent with Company goals and does so with unquestionable integrity
  • Possesses a distinct customer orientation and makes external and internal customers and their needs a primary focus of own actions and develops and sustains productive customer relationships in order to maximize our competitive advantage
  • Values teamwork and empowers self and others through effective and collaborative relationships that accomplish organizational objectives
  • Is innovative and creative and has the ability to identify new and original ideas, making connections to conceive new products, solutions or processes that improve results or contribute to the business
  • Has effective problem solving and decision making skills and takes practical and appropriate action that is consistent with available facts, strengths, and probable consequences, choosing a course of action to turn problems into opportunities and results
  • Excellent interpersonal and organizational skills
  • Excellent verbal and written communication skills
  • Ability to work well under pressure, employ effective time management techniques, handle detailed work and be solutions oriented
  • Ability to produce creative ideas to improve customer care standards
  • Ability to effectively manage and lead a diverse team and hold team members accountable for results

PHYSICAL REQUIREMENTS:
  • Able to use all standard office equipment
  • Able to speak, hear, and move throughout the facility in a safe manner
  • Able to conduct work in English

DENTSPLY International is an Equal Opportunity Employer M/F/D/V

Dentsply International - 14 months ago - save job - block
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