Job Information
Envista Holdings Corporation Kerr Customer Service Supervisor (Hybrid-Pomona/Brea, CA) in Pomona, California
Job Description:
JOB SUMMARY:
The Kerr Customer Service Supervisor is primarily responsible for coordinating all activities within their designated team to ensure the delivery of exceptional customer service. The role will have a high impact on the company’s revenue by ensuring their designated team consistently meets Key Performance Indicators (KPIs). Acts as a change leader to accelerate the adoption of changes that align with the company’s strategic goals and values while building credibility and trust throughout the organization.
PRIMARY DUTIES & RESPONSIBILITIES:
Leads, mentors, and empowers the team to build a high-performing team built on trust. Monitors performance and demonstrates courageous leadership consistently.
Continuously monitors the team’s capacity and recommends staffing based on current and future needs.
Develops and maintains an effective team through effective recruitment, selection, coaching, and continuous performance feedback.
Ensures positive onboarding of new hires and effective training for success in their roles.
Manages the team’s work schedule to ensure the necessary workforce to meet daily KPIs and compliance with required meal and rest breaks.
Monitors the team’s open cases in the Customer Relationship Management (CRM) system and orders in Electronic Data Interchange (EDI) and proactively takes action to mitigate risks related to regulatory compliance and negative impact to KPIs and goals which support exceptional customer service.
Maintains expertise with Customer Relationship Management (CRM) system to fully utilize advanced technology to further support efficiency and enhance the customer experience.
Performs regular audits of documents and customer complaints in the Enterprise Resource Planning ERP system (Oracle) to ensure compliance with quality and regulatory requirements.
Proactively informs leadership of any foreseen issues or challenges.
Evaluates existing service policies and provides recommendations for improvement. Supports the successful implementation of new policies.
Manages pricelists and maintains effective partnerships with leaders in Sales, Supply Chain, Distribution, Manufacturing, Regulatory, and Finance.
Applies expertise when executing root cause investigations and implements countermeasures to counteract findings within department procedures.
Applies expertise when executing root cause investigations. Develops and implements customer-facing solutions and improvements.
Maintains a full understanding of the department’s KPIs and ensures Daily Management boards are updated with accurate information.
Champions and participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
Enforces and ensures compliance with company policies and procedures including quality and safety.
Travels up to 10% domestically.
Incidental Duties: The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
Job Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to function in a fast-paced environment, where priorities may change rapidly. 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.
REQUIREMENTS:
Bachelors equivalent required.
5+ years of relevant customer service experience required, preferably at a global company.
2+ years of leadership experience required.
Strong experience with CRM, ERP, and EDI business systems required.
Intermediate Microsoft Office skills including Outlook, Word, and Excel (i.e. pivot tables, VLOOKUP) required.
Professional and effective verbal and written communication skills in English required.
Customer-centric mindset with ability to effectively manage & de-escalate customer issues.
SKILLS & ABILITIES:
Experience in the medical or pharmaceutical industry is highly preferred.
Effective analytical and conceptual thinking skills required.
Possesses business acumen including business management fundamentals required.
Ability and aptitude to quickly learn business computer systems required.
Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
Ability to discern the root cause or core need through a seeking-to-understand approach required.
Strong attention to detail is required.
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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:
Kerr
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.
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .