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Ormco, headquartered in Brea, CA, is a global leader and innovator of orthodontic products and solutions designed to enhance the lives of our customers and their patients. For nearly 60 years, Ormco has partnered with the global orthodontic community to help create over 20 million smiles in over 130 countries. Our distinguished products range from twin brackets (Symetri™ Clear, Titanium Orthos™ and Mini Diamond™) to pioneering the self-ligating appliances with the Damon™ System (including Damon™ Q2 and Damon™ Clear 2). Our latest Spark™ Clear Aligner System is designed to meet the needs of the orthodontist with the TruGEN™ material and 3D Approver software, making a more comfortable and aesthetically pleasing aligner experience for patients. From personalized service to professional education programs and marketing support, Ormco is committed to helping orthodontists achieve their clinical and practice management objectives. For more information about Ormco, visit www.ormco.com

Job Description:

The Supervisor Customer Service supervises and coordinates all activities of the personnel within their dedicated team and coaches them on delivering exceptional customer service. This position deals front line with the customer and makes sure that Orders, Credits and Requests are dealt with efficiency and exceptional quality. The Supervisor must always represent the company and our customer service philosophy with the utmost integrity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervises the Customer Service Representative in their dedicated team.

• Coaches and assists in further development of their team members.

• Actively participates in the recruitment to build a strong team

• Strategizing and monitoring daily activities of customer service operations and provide them with regular performance related feedback

• Coordinates daily work of team members and ensures errors or urgent (customer) queries are addressed in a timely manner

• Assisting customer service staff with duties where required

• Guarantees strong relationship with Customers and Sales Force, ensuring constant communication and information exchange

• Cooperate with other departments to the definition of inter-departmental policies and procedures affecting the Customer Care department

• Investigating and solving customer service complaints from your team

• Assisting with the development and implementation of service policies, and explaining these to the team

• Establish and monitor the team goals, objectives, profiles, work schedule, compliance, and workload

• Conducting performance reviews

• Is familiar with and adheres to Company policies and procedures regarding order and complaint handling processes

• Performing additional duties where needed

Job Requirements:

• Minimum 2 years Customer Service experience in a multinational company,

• experience in supervising and coaching teams a plus

• Native Speaker Spanish, Fluent in English , additional languages are a plus

• Excellent phone etiquette and communication skills and the ability to communicate at different levels in the organization

• Outstanding organizational skills and the ability to multitask when required

• Basic understanding of other departmental functions such as, Supply Chain Management and Finance a plus

• Intelligent and pro-active in finding solutions

• Enthusiastic and inspirational leader with strong people skills

• Ability to operate computer systems with accuracy and efficiency

• (Oracle, CRM & Excel)

• Ability to adapt and implement new procedures as required to provide excellent customer service

Operating Company:

Ormco

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