Customer Service Manager DACH
Nobel Biocare
Cologne, Nordrhein Westfalen, Germany
vor 39 Tg.

Purpose of the role :

Drive a great customer experience with the brand, building a strong customer centric set up and processes. Manage and shape excellent customer interaction.

Be a strong leader of customer service team in DACH and enable the team to :

  • Provide accurate, timely, and advanced (technical) information, advice, and assistance regarding the organization's products and services to the customer.
  • Handle inquiries, provide services and product advise, manage complaints and continuously improve service to achieve excellence.
  • Liaise with sales and marketing team for customer feedback and to deliver great customer experience.
  • Main tasks :

  • Manage the DACH team receiving customer orders and customer service requests by mail, e-mail or phone
  • Perform the clerical processing operations needed for completion of orders or customer requests
  • Know customer needs and be the voice of customer in the management team
  • Ensure excellent customer service, processes and services
  • Lead projects to drive and continously improve customer experience
  • Work closely with commercial leaders to shape customer experience and implement state of the art tools and processes for our customers
  • Plan ressources for customer service ensuring customer needs are met
  • Be acquired with product standards and policies, be up to date with legislation and regulatory requirements, data protection
  • Set up trainings and tools for customer service specialists ensuring excellent customer relationship management
  • Develop and implement customer service policies and procedures
  • Secure excellent delivery within time and budget
  • Knowledge & skills :

  • Customer service knowledge - like order handling, credit note handling, returns, clearing (accounts)
  • In-depth knowledge of customer service principles and practices)
  • Proficiency in CRM systems and in MS Office applications
  • Excellent leadership skills
  • Excellent customer relationship skills
  • Excellent communication and problem solving skills
  • Organization and structured approach
  • High level of motivation and commitment to achieve great results
  • Required experience :

  • Leadership experience in the customer service
  • Experience in a Customer Service role (preferably within dental / medtech industry)
  • Track record of over-achieving quota
  • Customer orientation and ability to adapt / respond to different types of characters
  • Experience in processing orders, preparing correspondences and fulfilling customer needs to ensure customer satisfaction
  • Experience in resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem;
  • selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

  • Ability to multi-task, prioritize and manage time effectively
  • Project management experience
  • Danaher Corporation OverviewDanaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide.

    Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions.

    Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage.

    We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.

    At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries.

    We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders.

    Come join our winning team.


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