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Customer Service Group Leader

Company: OrthAlign Inc.
Location: Aliso Viejo
Posted on: May 7, 2022

Job Description:

Job DescriptionSalary: OrthAlign, Inc., a Smart Technologies, growing medical device company, has an immediate opening for a Customer Service Group Leader primarily responsible for overseeing the Customer Service Team's daily operations, maintaining team productivity and morale, and providing resolutions to escalated customer complaints. Under the guidance of the Manager, this role is responsible for implementing strategies to ensure customer satisfaction and the achievement of departmental goals. This role is also responsible for ensuring all customer service team members are fully trained and following department SOPs, processes, and procedures. The ideal candidate will be a strong communicator who can quickly adapt to changing business needs in a dynamic market. You will:

  • Oversee the Customer Service team promoting a team environment and a focus on the achievement of individual and departmental goals
  • Troubleshoot team processing issues and monitor team activity to ensure all orders, shipments and inquiries are processed
  • Provide training, guidance and mentoring for team members
  • Assist in process improvement projects and keep work instructions up to date
  • Process and monitor domestic shipments, delivered order forms and bill only purchase orders
  • Process and monitor complaint related RMAs and warranty replacements
  • Review, troubleshoot, and follow up on problematic or incomplete documentation in a timely manner
  • Review pending POs and provide monthly reports to distributors
  • Attend monthly meetings with internal Sales Team
  • Respond to customer inquiries and handle escalated customer complaints
  • Process and advise on direct order returns, consigned inventory returns, credit/rebills and commission deduction reversals
  • Assist the Manager with driving Customer Service productivity and focus during month end You need:
    • BA/BS degree, preferred
    • 4+ years of experience working in customer service, demonstrating increasing levels of responsibility and leadership
    • Experience working in medical device using consignment business model, required
    • Experience using and understanding an ERP system, Expandable preferred
    • Strong proficiency using MS Office Suite (e.g., Outlook, Word, Excel, PowerPoint)
    • Excellent written and verbal communication skills
    • Results-oriented with appropriate urgency and tenacious follow-up
    • Ability to work as a collaborative team member as well as independently
    • Excellent attention to detail, producing high quality output
    • Sound judgment when making decisions and communicating with internal and external customers
    • Problem analysis and problem-solving skills
    • Experience involving customer contact and resolution of customer difficulties is essential
    • Experience developing and transforming processes and procedures to drive efficiencies and improvement
    • Ability to prioritize multiple tasks
    • Simple math skills
    • Good memory skills
    • Ability to handle emotionally-charged email and calls with respect and tact
    • Initiative, flexibility, planning and organizational skills We offer:
      • Innovative products
      • Awesome benefits
      • Great coworkers
      • An evolving, engaging culture and workplace It is an exciting time at OrthAlign - make your next career move with us!No recruiters, please.

Keywords: OrthAlign Inc., Aliso Viejo , Customer Service Group Leader, Hospitality & Tourism , Aliso Viejo, California

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