Company We are a Global Business leading the market with Australian made and owned dental restorative products, teeth whitening and small equipment. Founded in 1972, SDI products are now distributed in over 100 countries throughout the world. Our global head office and manufacturing plant is located in Melbourne with overseas branch offices and warehousing in the USA, Brazil and Germany.
The Customer Care Team Leader is responsible for:
Providing day to day guidance and support to Customer Care team members
Coaching/developing product knowledge and processes of the Customer Care team
Conducting work in a safe manner and demonstrating a strong commitment to SDI's values of passion, accountability, respect, teamwork and innovation.
Specific Responsibilities
Performs competently all activities as outlined for Customer Care
Solves problems for our customers and handles any customer escalation situations.
Allocates resources and assigns tasks to ensure team KPI's are being met.
Coaching/developing product knowledge and processes of the Customer Care team
Monitoring Customer Care inbox and coordinating completion of work for team daily
Conducting daily Customer Care Meeting to record mistakes and training opportunities
Supports the Sales Administration Manager in the daily operation of the department to ensure service delivery standards are met and maintained.
Trains the Customer Care Team
Deals with Technical and Customer escalations
Assists in preparing Government tenders
Maintains Corporate ordering portals and catalogues
Generates reports as required
Key Relationships (internal and external)
Dental Surgeries
SDI's Representatives
Warehouse
SDI Management
Job Environment
The position is located at Itasca
Working hours: 10 day fortnight
Local, interstate and international travel as required.
Essential Qualification/ Experience
Administration Experience
Customer Service Experience
SAP & Salesforce Experience is desired.
Essential Skills, Knowledge and Attributes
Personal Qualities
Highly Self-Motivated
Team Player
Knowledge and Skills
Computer Knowledge
Time management
Appropriate phone manner
If you are interested in this role, plese click Apply, now!
Desired Skills and Experience * Providing day to day guidance and support to Customer Care team members * Coaching/developing product knowledge and processes of the Customer Care team