Ormco Customer Success Manager (Hybrid-Pomona, CA)

Job Description:

JOB SUMMARY:

The Customer Success Manager is responsible for providing leading a team to meet customer needs involving all Ormco products. A successful Customer Success Manager will quickly identify areas of improvement in the customer experience and work cross-functionally to close those gaps. This person will be a resource for their team, providing quick answers to questions and guidance on how to resolve customer issues. This role also involves ensuring that the team meets company goals on accuracy and speed of completion.  

PRIMARY DUTIES & RESPONSIBILITIES:

• Ensure that the team provides exceptional customer service via phone, email, and CRM platforms. Meet company goals on the speed and quality of work, while monitoring adherence to compliance policies.
• Serve as a customer advocate by quickly gathering and categorizing customer-related issues from the team, offering recommendations on how to solve those problems.
• Develop and maintain empathetic, professional relationships with the sales regional managers, serving as the first point of escalation for prioritized needs.
• Partner with peers to develop and implement level-up improvements to the Customer Experience organization that affect both customers and sales reps.
• Build a strong team by coaching team members who are not meeting expectations in key areas, and leveraging team members who excel in a particular area.
• Build and maintain strong working relationships with internal teams, including, but not limited to, Accounts Receivable, Shipping, Sales, and Product Management.
• Take responsibility for special projects or additional duties within the Customer Experience department.

Job Requirements:

• Bachelor’s degree.
• 2+ years customer service experience.
• 2+ years of management experience; 5+ years of experience preferred.
• Exceptional verbal and written communication skills.
• Acute attention to detail.
• Ability to prioritize tasks and multitask in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• Strong interpersonal skills and a track record of working closely with others to improve their work-related skills
• A can-do attitude with a willingness to take initiative, follow through on tasks, and continuously improve processes.
• Demonstrates commitment to the company’s CIRCLe values in all aspects of work.

#LI-SC1

IND-123

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$60,800 - $91,200

Operating Company:

Ormco

Ormco 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 all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

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.