Demant

Customer Service Manager

Department Diagnostics - E3
Job Locations US-IL-Arlington Heights
Job ID
2022-15632

Overview

 

Demant is a Denmark-based manufacturer of Hearing-related products and services. Demant is comprised of multiple market-leading Hearing Aid and Audiology Screening and Diagnostic equipment/service companies. The E3 Diagnostic division is the US sales, service and distribution function for all company manufactured instruments/equipment (excluding Hearing Aids) as well as for several non-Demant Audiology instrument companies. The E3 Diagnostics division is the leading provider of Audiology equipment and service and is comprised of one central General Office (Arlington Heights, IL) and several dozen Sales and Service offices throughout the continental US. 

 

The primary role for the Customer Service Manager is to create and maintain a system in which all of our customers receive only the most clearly superior level of service in the industry every time they interact with us.  

Responsibilities

  • Develop and maintain KPI’s for staff that reflect the highest standard of customer care in the industry
  • Create processes to measure and continually improve our performance relative to customer satisfaction goals
  • Directly manage 3 teams of customer care professionals located in our corporate office:
    • Sales Coordinators – who work directly with our many customer-facing field offices to receive their customer orders (for products and service delivered by these local offices), order these requested products from our manufacturing partners, and to invoice customers
    • Supply Order Entry – who are in direct communication with customers contacting us to place supply orders directly with our corporate Arlington Height office
    • Large, Multi-Site Customer Care – who provide one simplified point-of-contact for several very large customers who require access to an always accurate, complete, up-to-date understanding of all required documents and execution status as we provide installation, training and support of their audiology equipment
  • For our many customer-facing offices (not located in Arlington Heights), provide indirect guidance, management and operating procedures for their various “administrative” work processes so that the entire system works effectively
  • Set standards for, train and manage personnel to consistently deliver correspondence in a professional and timely manner
  • Work with other functions inside and outside of e3 to clarify our customers’ requirements and to develop solutions so we are continually improving
  • Maintain customer database making sure all addresses, phone numbers, email addresses and contact names, etc. are up-to-date and accurate

 

Qualifications

EDUCATION AND/OR EXPERIENCE

  • At least 5 years of successful management of professional Customer Service team. Professional certification desirable
  • Associates degree
  • Self-motivated individual who’s able to motivate others
  • Ability to work independently
  • Positive attitude
  • Attention to detail, highly organized
  • Ability to multi-task, resourceful
  • Strong communication skills, written and verbal
  • Ability to work with numbers and calculations
  • Proficient in Microsoft Office Suite

 

E3 Diagnostics is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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