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.
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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

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.

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Job details

Operating Company:

Ormco

Location:

CZE - Praha - Multiple Opcos

Date Posted:

2026-10-20

Req Number:

R5027536

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Benefits

Caring for our employees and their families

Health & Wellbeing

We offer comprehensive programs designed to support the health and wellbeing of our employees and their families. From medical coverage to wellness resources, we prioritize helping our people thrive both physically and mentally.

Retirement & Financial Benefits

We are committed to supporting our employees’ financial wellbeing—today and in the future. Our competitive compensation and retirement or savings programs are designed to help employees build financial confidence at every stage of their careers.

Life & Disability Insurance

We provide benefits that help protect employees and their loved ones when it matters most. Depending on location, our life and disability programs offer valuable financial security and added peace of mind during unexpected life events.

Paid Time Off

We know that time away from work is essential for rest, balance, and personal priorities. Our paid time off, holidays, and leave programs are designed to give employees the flexibility to recharge and take care of what matters most.

Learning & Career Development

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Our hiring process

At Envista, we’re committed to helping you feel conﬁdent and prepared every step of the way. Our interview guide will walk you through what to expect, how to showcase your strengths, and how you can make an impact by helping us champion dental professionals and improve lives.

1. Application Review

After you apply, our team will review your experience and qualifications. If your background aligns with the role, a recruiter will reach out to discuss the opportunity and next steps.

2. Interviews

You’ll meet with members of the hiring team to learn more about the role and share your experience. Depending on the position, this may include multiple conversations focused on your skills, experience, and how you can make an impact.

3. Offer Decision

If selected, you’ll receive an offer outlining compensation, benefits, and other details. Our team will guide you through the process and answer any questions to help you make an informed decision.

4. Onboarding

Once you join, we’ll support your transition with onboarding resources and guidance to help you get started and feel connected from day one.

Ormco Customer Service Supervisor

Caring for our employees and their families

Our hiring process

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