What are the responsibilities and job description for the Customer Service Manager position at National Dentex?
Join National Dentex - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have 50 labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this opportunity at Dresch Dental Lab in Sylvania, OH for a Customer Service Manager.
The regular hours for this position are from 8:00 a.m. to 5:00 p.m., Monday through Friday, and subject to change from time to time.
This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!
Primary Responsibilities and Essential Functions of the Position:
- Manage Shipping and Receiving Department and Drivers.
- Complete appropriate forms documenting absences due to illness, vacation, tardiness, etc.
- Perform any necessary disciplinary actions and terminations in accordance with company policies.
- Monitor call center coverage to prevent unnecessary overtime.
- Perform team member evaluations in a timely manner.
- Answer and assist incoming calls.
- Perform cross-selling calls and sales calls.
- LAMA coaching
- Responsible for retention reporting, analysis and process ownership, includes feedback and processing.
- Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension.
- Define key points of customer interaction (customer critical processes).
- Systematically improve key processes that are critical to success at key interaction points.
- Document all team member activities and protocols to achieve their personal and organizational goals and objectives.
- Review customer calls, objectives and results with customer care team members, communications and operational leadership team on a scheduled basis (Calibrio).
- New accounts
- New to Business Unit
- Top accounts
- Client-at-Risk accounts
- Lost accounts
- Other duties as assigned.
Skills and Abilities Required:
- Sales Management/Healthcare/Dental/Call Center experience
- Experience leading, motivating, developing and coaching team
- Proven experience securing new business while also retaining customers.
- Ability to learn and thoroughly understand all products related to the Laboratory.
- Ability and willingness to make decisions receive feedback and take calculated risks.
- Consistently displays a positive attitude
- Excellent training, presentation, communication skills (both oral and written). Ability to communicate effectively to direct and motivate team and others, maintaining a persuasive and credible presentation style at all levels of the organization.
- Ability to handle many duties at a time in a fast-paced, time-sensitive environment.
- Excellent listening skills to assess concerns and needs of the customer.
- Excellent verbal and written skills to communicate effectively with a wide array of both external and internal customers.
- Proficient computer skills including typing and familiarity with Microsoft Office products.
- Welcomes and embraces accountability.
Minimum Education and Experience Required:
- Bachelor’s degree or equivalent documented experience
- Demonstrated leadership skills, obtained through experience or recognized through observation.
Hazardous Materials or Equipment Used:
- All office equipment.
Physical Requirements:
- Perform tasks at workstations-standing and sitting for extended periods of time.
Experience
Preferred- Bachelor’s degree or equivalent documented experience
Education
Required- High School or Equivalent or better
