Job Opportunities in Costa Rica
October 10, 2024
Straumann Group
Heredia
OTHER
Customer Care Manager
#Change Makers
Ready to make an impact?
Straumann Group is a global leader in tooth replacement and orthodontic solutions. Our orthodontics business focuses on providing advanced, integrated solutions for both patients and dental professionals. We are witnessing a paradigm shift created by changing patient behaviors and groundbreaking innovations in diagnostics, procedures, and products. Be it artificial intelligence, digital equipment, software or clear aligners, the line between dentists and orthodontists is becoming increasingly blurred. Join us in advancing the next generation of integrated orthodontics.
Join our dynamic team and play a key role in delivering exceptional service experiences to our customers. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development as a Service Center Head.
Summary of Position
We are seeking a highly organized and customer-focused Customer Service Manager to oversee the operations for the NAM market. As the Customer Service Manager, you will be responsible for managing the day-to-day activities, ensuring efficient service delivery, and maintaining high levels of customer satisfaction. Your leadership skills, strong problem-solving abilities, and commitment to exceptional service will be essential in driving operational excellence and fostering a positive work environment. The ideal candidate has experience in service center management, possesses excellent communication skills, and excels at building and managing teams.
Essential Functions and Duties
Qualifications
Ready to make an impact?
Straumann Group is a global leader in tooth replacement and orthodontic solutions. Our orthodontics business focuses on providing advanced, integrated solutions for both patients and dental professionals. We are witnessing a paradigm shift created by changing patient behaviors and groundbreaking innovations in diagnostics, procedures, and products. Be it artificial intelligence, digital equipment, software or clear aligners, the line between dentists and orthodontists is becoming increasingly blurred. Join us in advancing the next generation of integrated orthodontics.
Join our dynamic team and play a key role in delivering exceptional service experiences to our customers. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development as a Service Center Head.
Summary of Position
We are seeking a highly organized and customer-focused Customer Service Manager to oversee the operations for the NAM market. As the Customer Service Manager, you will be responsible for managing the day-to-day activities, ensuring efficient service delivery, and maintaining high levels of customer satisfaction. Your leadership skills, strong problem-solving abilities, and commitment to exceptional service will be essential in driving operational excellence and fostering a positive work environment. The ideal candidate has experience in service center management, possesses excellent communication skills, and excels at building and managing teams.
Essential Functions and Duties
- Manage the overall operations of the Customer Care teams, both in San José and a small team located in the production facility located in Mansfield (Texas).
- Collaborates with other Customer Care (Customers Service) Managers in North America to develops goals and expectations for the Customer Support Team
- Develop and implement strategies to improve customer service, enhance efficiency, and meet or exceed customer expectations.
- Collaborates cross-departmentally with Sales, Marketing, Education and Finance to execute on strategic goals
- Represents Customer Service in a wide variety of projects that support Company initiatives, programs, and promotions.
- Handles escalated customer issues.
- Performs call monitoring to ensure quality of service and appropriate level of product knowledge.
- Monitor service center performance metrics, such as response time, service levels, and customer feedback, and implement corrective actions as needed.
- Ensure compliance with company policies, procedures, and industry regulations, maintaining a high standard of quality and safety.
- Develop and maintain strong relationships with key customers and stakeholders, addressing their concerns and resolving issues in a timely manner.
- Hire and supervise service center staff, providing coaching, guidance, and performance feedback to foster a high-performing team.
- Develop and implement training programs to enhance technical skills and customer service capabilities of service center personnel.
- Prepare and analyze service center reports and financial data, providing insights and recommendations for continuous improvement.
- Maintain accurate and confidential records of all plans and procedures performed.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field (preferred).
- Proven experience in service center management or a similar leadership role.
- Strong customer service orientation and a track record of achieving high levels of customer satisfaction.
- Excellent communication and interpersonal skills to build relationships with customers, staff, and stakeholders.
- Demonstrated leadership abilities, with the capacity to motivate and manage a diverse team.
- Strong problem-solving and decision-making skills, with the ability to handle challenging situations effectively.
- Solid understanding of performance metrics and the ability to analyze data to drive improvements.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines
- Fluent in English.
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