Henry Schein
Job Summary
This position is responsible for managing TSMs' activities, overseeing TSM growth and development, and coordinating with functional leaders and process owners to ensure all systems are functioning properly, so customer service expectations are met and/or exceeded consistently. The role involves working towards and assisting in the achievement of individual, team, and department goals, objectives, and initiatives.
What you will do
Develop and implement customer service policies and procedures.
Monitor customer interactions to ensure high-quality service.
Analyze data and feedback to improve customer service performance.
Collaborate with other departments to enhance the overall customer experience.
Stay updated with industry trends and incorporate best practices into customer service strategies.
Plan demand and resources based on volume trends (e.g., attrition, training, product changes, releases, press releases).
Participate in escalation and quality control processes to ensure high-quality customer service.
Coach and train Supervisors and Managers in department processes, career development, and leadership skills.
Monitor department reports and coach management to ensure timely, high-quality customer service.
Coordinate with operations to create project plans with proper scoping, estimates, and resourcing.
Mentor supervisors and ensure their teams meet department targets and goals.
Handle high-level customer escalations collaboratively.
Work with leadership and operations to recommend and implement process improvements for a seamless customer experience.
Participate in special projects and perform other duties as required.
Qualifications
Must have:
Minimum of 10 years of experience in customer service, including at least 3 years in a leadership role.
Proven success in driving customer satisfaction, retention, and loyalty.
Experience managing customer service operations across multiple channels and regions.
Strong leadership, coaching, and staff development skills.
Excellent communication, interpersonal, and problem-solving skills, effective with senior management and stakeholders.
Ability to adapt in a fast-paced, dynamic environment.
Passion for delivering exceptional customer service with a customer-centric approach.
Outstanding verbal and written communication skills and dispute resolution ability.
Excellent presentation and public speaking skills.
Strong decision-making, analytical, and problem-solving skills.
Ability to interpret financial data relevant to business profitability.
Experience in planning and managing complex projects with resource allocation and timelines.
Leadership skills to motivate teams and achieve company goals.
Exceptional planning and organizational skills.
Negotiation skills and relationship management abilities.
Ability to influence and navigate organizational politics.
Comprehensive understanding of industry practices, company policies, and procedures.
Experience leading and developing virtual teams.
Technical and business skills across various areas.
Willingness to travel as needed for onsite visits and conferences.
Ability to produce dashboards and reports for strategic insights.
Skill in coaching and guiding personnel.
Professional handling and resolution of stressful situations.
Capability to drive results while managing personnel effectively.
Nice to have:
Bachelor's Degree in CS, Business, Marketing, or related field.
Knowledge of ITEL, SM, KCS, CXOne, WFM, QM, Salesforce workflows, Domo, and Agile methodologies is a plus.
#J-18808-Ljbffr
This position is responsible for managing TSMs' activities, overseeing TSM growth and development, and coordinating with functional leaders and process owners to ensure all systems are functioning properly, so customer service expectations are met and/or exceeded consistently. The role involves working towards and assisting in the achievement of individual, team, and department goals, objectives, and initiatives.
What you will do
Develop and implement customer service policies and procedures.
Monitor customer interactions to ensure high-quality service.
Analyze data and feedback to improve customer service performance.
Collaborate with other departments to enhance the overall customer experience.
Stay updated with industry trends and incorporate best practices into customer service strategies.
Plan demand and resources based on volume trends (e.g., attrition, training, product changes, releases, press releases).
Participate in escalation and quality control processes to ensure high-quality customer service.
Coach and train Supervisors and Managers in department processes, career development, and leadership skills.
Monitor department reports and coach management to ensure timely, high-quality customer service.
Coordinate with operations to create project plans with proper scoping, estimates, and resourcing.
Mentor supervisors and ensure their teams meet department targets and goals.
Handle high-level customer escalations collaboratively.
Work with leadership and operations to recommend and implement process improvements for a seamless customer experience.
Participate in special projects and perform other duties as required.
Qualifications
Must have:
Minimum of 10 years of experience in customer service, including at least 3 years in a leadership role.
Proven success in driving customer satisfaction, retention, and loyalty.
Experience managing customer service operations across multiple channels and regions.
Strong leadership, coaching, and staff development skills.
Excellent communication, interpersonal, and problem-solving skills, effective with senior management and stakeholders.
Ability to adapt in a fast-paced, dynamic environment.
Passion for delivering exceptional customer service with a customer-centric approach.
Outstanding verbal and written communication skills and dispute resolution ability.
Excellent presentation and public speaking skills.
Strong decision-making, analytical, and problem-solving skills.
Ability to interpret financial data relevant to business profitability.
Experience in planning and managing complex projects with resource allocation and timelines.
Leadership skills to motivate teams and achieve company goals.
Exceptional planning and organizational skills.
Negotiation skills and relationship management abilities.
Ability to influence and navigate organizational politics.
Comprehensive understanding of industry practices, company policies, and procedures.
Experience leading and developing virtual teams.
Technical and business skills across various areas.
Willingness to travel as needed for onsite visits and conferences.
Ability to produce dashboards and reports for strategic insights.
Skill in coaching and guiding personnel.
Professional handling and resolution of stressful situations.
Capability to drive results while managing personnel effectively.
Nice to have:
Bachelor's Degree in CS, Business, Marketing, or related field.
Knowledge of ITEL, SM, KCS, CXOne, WFM, QM, Salesforce workflows, Domo, and Agile methodologies is a plus.
#J-18808-Ljbffr