Customer Service Team Lead

1 week ago

Boston, United States BonaDent Full time
Job DescriptionJob DescriptionDescription:

The Shipping and Receiving Team Lead is responsible for ensuring the on-time delivery of cases and providing exceptional customer service to all Bonadent customers. Building the company brand of being recognized as Anterior & Complex Case Specialists is always the primary consideration. The Team Lead will oversee the day-to-day operations of customer service and shipping and receiving functions. These duties include but are not limited to management of workflow, process and procedure development, improvement and execution, shipping and receiving management, quality control, staff supervision, review and development, and overall management of the facility.


  • Daily oversight of the Shipping and Receiving team, including managing the workflow and assigning work to team members.
  • Monitor production and hours to ensure staff reaches goals and work with General Manager to hold team accountable to hitting goals.
  • Develop, standardize, and execute processes and procedures ensuring the best practices are being followed.
  • Ensure the on-time delivery of cases and customer satisfaction
  • Responsible for opening and disinfecting incoming cases from our various carriers
  • Accurately enter orders into system for proper scheduling throughout the lab
  • Accurately invoice and bill completed orders, post payments, credit card charges and end of month procedures
  • Establish and maintain positive relationships with dentists and improve retention rates.
  • Provide friendly, effective, and efficient telephone communication with customers to ensure overall customer satisfaction
  • Assist in establishing a culture that understands the importance of a positive experience for internal and external customers.
  • Ensure timely resolution and proper documentation of customer issues
  • Keep sales and technical teams abreast of issues, concerns, and successes with important accounts
  • Responsible for developing and utilizing reports to accomplish on-time delivery and accurate billing of cases
  • Ensure safety protocol and safe practices are followed at the site and on delivery routes.
  • Assist and control inventory within the laboratory. Have awareness of supply usage, waste, and areas of opportunity. Ensure that all orders are placed on time
Requirements:
  • Experience overseeing a team with a customer service focus.
  • Strong Organization skills
  • Have excellent attention to detail.
  • Reliable and dependable.
  • Excellent phone and written communication skills.
  • Expert knowledge of Microsoft Office Suite (a plus).
  • Experience answering phones, directing calls, and providing exceptional customer service.
  • Experience with work orders and invoicing (a plus).
  • Dental Experience (a plus).
  • Experience with UPS Shipping Systems (a plus).
  • Ability to motivate, train and develop others.
  • Communicates effectively and works cooperatively with colleagues, management, and other departmental representatives.
  • Strong roblem solving abilities.



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