Head of Customer Service Kerr

Job Description:

We are looking for Head of Customer Service for our Kerr business unit. You would indirectly lead team of 16 people supporting our clients in EMEA and international markets.

Responsibilities:

• Lead, inspire, recruit and develop the Customer Care team to build a strong Customer Service organization.
• Provide Customer Care associates all necessary information, training, resources and tools to cover their roles in an efficient manner.
• Drive Customer Care satisfaction metrics by leading the Customer Care daily management meetings to support the teams to reach the Customer Care targets
• Effectively convert strategic goals into customer operations outcomes and ensure the team understands and executes to deliver results.
• Define and constantly evaluate all Order to Cash processes and workflows in the department in order to be more efficient as a team and as a company.
• Foster an outstanding performance culture. Effectively manage a multi-lingual, high-performance team to ensure excellence at every level.
• Build trust across the organization by creating strong working relationships and delivering results.
• Promote campaigns and offers agreed with the Sales Department.
• Hold weekly one to one meeting with each Customer Care Supervisors to provide performance feedback and coaching. Performance for review.
• Work and leverage relations with sister companies and other functional departments in the Envista family. 

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Job Requirements:

Critical Knowledge and Qualifications: 

• Solid customer focus and service orientation skills
• Proven successful experience of building and developing teams
• 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
• Proficiency English Level. Additional European languages (e.g., French, Spanish, German) is a major plus.
   

Critical Skills/technical know-how:

• Expert knowledge in Oracle ERP systems, focus in the sales module   
• Valuable knowledge as User in CRM systems
• Oral and writing communication skills
• BS degree in Business Administration or related field
   

Critical Experience:

5+ years of building and directly managing high-performing multi-lingual Customer Care operations teams, ideally from dental, healthcare or medical device field. 

Operating Company:

Kerr

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.