Customer Success Team Lead - Gatineau, Canada - Smile Innovations Group

Smile Innovations Group

Verified Company

Gatineau, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ABOUT MILIDENT

Opened in June 1995, Milident Inc specializes in the creation of complex cases, implant-supported crown and bridge, fixed and removable dentures as well as orthodontic appliances.

Always at the forefront of technology, Milident Inc. continues to offer its products and services tailored to the specific needs of its clientele. Through its internal research and development program, Milident Inc. is continually exploring new technological advances in manufacturing its high-precision dental prothesis.

Description:

The Customer Success Team Lead is responsible for overseeing the CS team at Milident Dental Laboratory.

If you have at least 5 years' experience in a customer service role, we want to hear from you A relocation package will be available, as well as a potential signing bonus.

General Responsibilities:

Logistics

Maintain SOP's regarding shipping and receiving
Shipping & receiving (liaising with couriers for timely delivery of lab cases)
Coordinating and scheduling case production, ensuring schedules and timelines are met
Oversee and manage outsourced production workflows for other labs

Customer Service

Lead, train, and delegate tasks to customer service team
Ensure case orders are entered into MRP system and invoiced with high level of accuracy
Resolve customer complaints
Collaborate with management teams to stay updated on new products, services, and policies and advise on product and lab information
Record customer information within our database
Manage incoming and outgoing calls, proactively identifying and assessing customers' needs to achieve satisfaction
Coordinate staff to support front reception / patient custom shades as necessary
Support clients with billing or general case queries
Case follow up with clients, i.e., shade requests, return dates, and any additional information required for continuation of case
Develop systems and processes

Supervisory Responsibilities:

Providing timely and constructive feedback and recognition for accomplishments
Understand and provide insight on training and development needs for the customer success teams
Ensuring that productivity standards are met and maintained
Strengthen relationships with other departments and customers
Approve credits and returns, when applicable
Resolve customer complaints

(investigate, provide solutions and recommendations to the manager)

Suggest and assist with developing systems and process improvements
Supervises and delegates tasks to team members
Assists in training of new team members, utilizing training materials
Perform annual performance evaluations on team members
Resolves difficult customer situations.

Qualifications:

-
Must be bilingual (French and English)

Dental knowledge a strong asset
A minimum of 5 years experience in a customer service role
Excellent interpersonal skills
Leadership skills to develop, inspire and motivate a high performing team
Excellent multitasking, prioritization, and organizational abilities
Effective problem solver
Client driven/Customer focused
Demonstrates advanced product knowledge, maintains awareness of new products
Excellent interpersonal, motivational, team building, and customer relationship skills
Demonstrated decisionmaking ability, leadership skills, and ability to prioritize and delegate
High attention to detail and accuracy
Customer experience focused approach to problem solving
Excellent time management skills; acts skillfully with a sense of urgency
MRP software experience and knowledge
Aptitude for learning technical information
À PROPOS DE MILIDENT

Ouverte en juin 1995, Milident Inc se spécialise dans la création de cas complexes, de couronnes et de ponts sur implants, de prothèses fixes et amovibles ainsi que d'appareils orthodontiques.

Toujours à la pointe de la technologie, Milident Inc. continue d'offrir ses produits et services adaptés aux besoins spécifiques de sa clientèle. Grâce à son programme interne de recherche et développement, Milident Inc. explore continuellement de nouvelles avancées technologiques dans la fabrication de ses prothèses dentaires de haute précision.

Description:

Le chef d'équipe de réussite client est chargé de superviser l'équipe CS du Milident Dental Laboratory.

Responsabilités générales:

Logistique

Maintenir les SOP concernant l'expédition et la réception
Expédition et réception (liaison avec les coursiers pour la livraison dans les délais des valises de laboratoire)
Coordonner et planifier la production des dossiers, en veillant à ce que les calendriers et les délais soient respectés.
Superviser et gérer les flux de production externalisés pour d'autres laboratoires

Service client