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Customer Service Coordinator
hace 3 horas
Job Description:
Summary:
Responsible for facilitating the relationship between Operations and the Customer Service department, ensuring agile communication, a positive service experience, and the timely fulfillment of deliveries and customer requirements, including support for VIP accounts.
Primary Duties and Responsibilities:
- Respond to customer inquiries and address requests related to available products and services.
- Listen to customer requirements and complaints to identify root causes and support effective resolution.
- Select appropriate solutions to customer issues and work efficiently to resolve them.
- Anticipate customer needs by following up with existing clients to offer new orders or additional services.
- Serve as the liaison between internal departments to provide clear and concise responses to the end customer.
- Coordinate cross‑functional strategies to enhance the service experience for our customers.
- Utilize the company's continuous improvement system to optimize processes and customer service performance.
- Prepare executive presentations, including OTD (On‑Time Delivery) and Lead Time metrics.
- Analyze data to develop Pareto charts, performance dashboards, and other analytical reports.
- Manage customer orders, complaints, and service requests.
- Ensure timely follow‑up on calls, emails, and ticketing system cases.
Job Requirements:
Education/Experience/Requirements:
- Bachelor's degree completed (Industrial Engineering, Business Administration, Marketing, or related fields).
- Preferably 5 years of experience in the medical device industry.
- Excellent customer service and interpersonal skills, with strong empathy.
- Proficient computer skills and experience with Microsoft Office suite.
- Advanced English proficiency (95%).
Preferred Qualifications
- Teamwork and collaboration.
- Problem‑solving skills.
- Strong organizational, analytical, and written communication skills.
- Critical thinking and sense of urgency.
- Diploma or certification in Customer Experience (CX).
Operating Company:
OrmcoOrmco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.
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.
