Dental professionals have known the DEXIS brand as the leader in digital intraoral radiography and diagnostic software innovation for over 20 years. DEXIS products represent a full portfolio of award-winning imaging and digital solutions including cone-beam computed tomography (CBCT), handheld x-rays, intraoral scanners, sensors, and navigated surgical solutions. With one of the largest installed bases of dental imaging devices in the industry, over 150,000 offices trust DEXIS around the world. Learn more at www.dexis.com .

Job Description:

The Customer Service Supervisor is responsible for providing leadership, direction and motivation to the Customer Service Department to ensure high levels of customer satisfaction, employee engagement and achievement of established production, performance and revenue goals. This role drives process excellence in pursuit of giving customers a quality service experience. The primary function of this position is to manage the Customer Service department’s performance of order management and inbound/outbound customer interaction activities while ensuring performance standards are met. This role manages daily operations, identifies gaps, develops countermeasures, and drives continuous improvement.

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 ability to develop and manage a team, take initiative, follow through on tasks and commitments and to create followership through cross-functional collaboration is a must. This role must also possess the ability to develop and define processes for phone support in handling customer issues and complaints, run reports and analyze data, working with key business applications (i.e. SAP, MS Dynamics, Excel etc.) and to compute common business figures such as percentages, discounts, ratios, etc. and draw and interpret charts and graphs. Ability to develop key customer service metrics for defining success and lead the team in tracking and achieving goals by implement strong Daily Management practices around standard work and SOPs.

Essential Duties and Responsibilities

• Manages the Order Fulfillment team to provide training, coaching, motivation, and mentoring to supervisors and employees to ensure individual and business key performance indicators (KPI) are met or exceeded.
• Oversees the supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities also include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Maintain close relationships and communications with internal and external departments (Sales, Finance, Marketing, Operations, etc.) and associates to exchange information and resolve problems.
• Establishes a culture of accountability and continuous improvement through continual analysis of program to drive change.
• Utilizes metrics and daily management to track performance and drive optimal productivity and efficiency within the department.
• Perform Order Management activities (SAP, MS Dynamics, Ops coordination, credit approvals, account research etc.) associated with order processing.
• Creates action plans that focus on reducing customer effort in all customer service interactions.
• Ensures processes and procedures are compliant and consistent with established policies.
• Acquire and demonstrate a high level of knowledge about the business, products and services to best meet customer needs.
• Oversees implementation of pricing, price lists, enforcement of promotion guidelines, approvals, new product launch support, account management, grants and donations, loyalty rewards program and doctor locator entries.
• Oversees Sunshine Act reporting, SOX compliance guidelines, government contracts, DSO and International customer service/order entry activities.
• Works in conjunction with other department leaders to ensure orders are completed in a timely manner and that the team is consistently improving its delivery turn-around time and overall performance and accuracy.
• Manages customer escalations to resolution.

• Provides a high level of responsiveness and always maintains a strong professionalism
• Assist with other duties or projects, as assigned.

Job Requirements:

MINIMUM REQUIREMENTS

• High school diploma or equivalent required
• 3+ years in Customer Service/Order Processing, Inside Sales or Operations Management, in a leadership position
• 5+ years’ experience analyzing continuous quality improvement needs and opportunities
• Advanced proficiency with Microsoft Office

PREFERRED REQUIRMENTS

• Bachelor’s degree preferred
• SAP experience strongly preferred

• Sales Operations, Business Analytics or Operations with Inside Sales Management or high volume call center experience in a consumable goods industry. Medical/dental preferred

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$60,500 – $72,800

Operating Company:

DEXIS

Envista and all Envista 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.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.