Job Description: The Customer Care Supervisor supports the Head of Customer Care in ensuring that Ormco Customer Service is a reliable, professional and responsive partner for all customers. He/she is an excellent team player with a strong service and delivery mentality. ACCOUNTABILITIES : To lead, coach and supervise a team of 7 – 12 team members. To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach) Ensuring that the orders are correct and placed byt cutoff time Implement and identify improvement areas of all European processes and procedures linked to Customer Service, in line with the Head of Customer Care To distribute and organize the daily workload, take charge of escalations. To build excellent relationship with stakeholders (sales, cash collection, finance, warehouse colleagues). To participate on stakeholders’ meetings, to represent the CS organization, to collect and action on Customer Experience feedback Lead and provide Customer Care associates all necessary information, to organize training, to provide work instructions and tools to cover their roles. Ensure smooth team operations and effective collaboration. Make sure a correct Customer Master Data & Customer Discount maintenance in ERP is in place Ensure a correct order handling: Quotations, Orders, Deliveries and Invoices Supervise backorders to customers and implement corrective actions when necessary Assure fulfilment of the local Terms and Conditions of Sales: Returns, Discounts, Freight charges and Warranties&Complaints. Guarantee the customer experience cycle in all service incidents with sense of urgency, strengthening customer loyalty. To assure fulfilment of the local legal requirements practice To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.) Secure appropriate team training. Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for review To run regular team meetings, Daily Management follow ups with the team. undefined Job Requirements: Strong leadership skills and team playing Stress resistance, strong structure and goal orientation Solid customer focus and service orientation skills Proven successful experience of building and developing teams preferred Passion for getting results and continuous improvement skills Ability to build strategic work relationships and negotiate with internal and external customers Able to communicate effectively, provide constructive feedback, mentorship and coaching Advanced or proficiency English Level, plus the language(s) of the region of scope Familiarity with ERP systems, focus in Order management will be an advantage Valuable knowledge as User in CRM systems Oral and writing communication skills #LI-PG2 Operating Company: Ormco Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential. 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.

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