Customer Service Operations Manager

3 days ago


Augusta, Maine, United States BonaDent Full time
Job Summary:
The Shipping and Receiving Team Lead is responsible for ensuring timely delivery of cases and providing exceptional customer service to all BonaDent customers. Key responsibilities include overseeing the day-to-day operations of customer service and shipping and receiving functions, including workflow management, process development, and quality control.

About the Role:
This role involves managing a team to ensure staff reaches productivity goals, developing and executing processes to ensure best practices are followed, and maintaining positive relationships with customers to improve retention rates. The ideal candidate will have experience overseeing a team with a customer service focus, strong organization skills, and excellent communication skills.

Key Responsibilities:
* Daily oversight of the Shipping and Receiving team, including managing workflow and assigning work to team members.
* Monitor production and hours to ensure staff reaches goals and collaborate with General Manager to hold team accountable to hitting goals.
* Develop, standardize, and execute processes to ensure best practices are being followed.
* Responsible for opening and disinfecting incoming cases from various carriers and accurately entering orders into the system for proper scheduling throughout the lab.
* Accurately invoice and bill completed orders, post payments, credit card charges, and perform end-of-month procedures.
* Maintain positive relationships with customers and improve retention rates by providing friendly, effective, and efficient telephone communication.

Requirements:
* 2+ years of experience in a customer-facing role with a focus on customer service and team leadership.
* Strong organizational skills and ability to prioritize tasks effectively.
* Excellent attention to detail and problem-solving abilities.
* Ability to motivate, train, and develop others.
* Strong communication and interpersonal skills.

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