Demant

Customer Service Supervisor

Department Diagnostics - E3
Job Locations US-IL-Chicago
Job ID
2020-8572

Overview

William Demant Holding Corporation (WDH) is a Denmark-based manufacturer of Hearing-related products and services. WDH 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-William 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. 

Responsibilities

  • Includes the following; however other duties may be assigned:

    • Customer service focused to include face-to-face interactions and in verbal and written communications with internal and external customers
    • Appropriately handle all incoming calls and correspondence in a professional and timely manner
    • Keep Operations Manager informed and updated on department and staff performance
    • Develop and manage staff to include providing feedback, coaching, training, and development
    • Complete and conduct mid-year and yearly performance reviews for each staff member
    • Develop and maintain KPI’s for staff (KPI’s must be approved by Operations Manager)
    • Strategize to meet and exceed metric expectations (i.e. Accuracy, productivity, quality, percent of calls answered, call scoring, etc.) along with meeting deadlines
    • Create and manage data associated with reports (i.e. KPI’s, customer returns, etc.)
    • Provide daily direction and communication to employees so order and customers communications (i.e. Phone, Email, Fax) can be responded to in a timely, efficient and knowledgeable manner
    • Handle the following responsibilities on a daily basis, as well as oversee a staff that handles this work:
    • Process requisitions accurately and promptly
    • Confirm order costs and pricing to include special promotions
    • Create purchase orders, submit to appropriate vendor(s), verify receipt of vendor confirmations

                   for each purchase order to include attesting that the information on the vendor confirmation is

                   correct and aligns with purchase order submitted

    • Process billing and create invoices
    • Enter work in e3 computer system
    • Accurately enter cost of goods sold data in computer system
    • In regards to Service, review and appropriately modify and/or edit, review details for billing,

                   create service order for review and confirm taxes, generate invoices

    • In regards to Supplies, process orders received via multiple channels (i.e. phone, email,

                  webshop, fax, etc.), provide quotes to customers, appropriately order inventory, process returns

                  and/or credits, create invoices and send emails for those customers who require emailed

                  invoices

    • Meet major account requirements which include following contract-driven special billing, meeting deadlines, etc.
    • Order approved demo equipment and process sales documentation
    • Identify areas of improvement in regards to processes
    • Assist branches and sales representatives with inquiries. Serve as a common point person between the branch and corporate personnel
    • Responsible for suggesting methods to improve department operations efficiency and service to both internal and external customers
    • Maintain customer database, making sure all addresses, phone numbers, email addresses and contact names are up-to-date and accurate
    • Meet daily deadlines, as well as completing all monthly and quarterly tasks
    • Run all business processes according to company procedure
    • Maintain files, making sure that all service and sales paperwork is filed properly so that everyone in the office is able to locate documentation
    • Schedule and participate in office meetings. Keep notes and verify that appropriate follow-up occurs
    • Work as a member and/or leader of special and/or on-going projects
    • General office projects as directed

Qualifications

  • Supervise staff of 3-5  
  • Achieve or exceed team KPI metrics
  • Maintain professional and positive demeanor throughout the team
  • Organized, accurate, and detail-oriented
  • Must be able to collaborate as part of a team
  • Capable of setting priorities when multiple demands are present
  • Compliant with corporate requirements

EDUCATION AND/OR EXPERIENCE

  • 3 to 5 years experience managing a staff
  • 3 to 5 years experience creating and measuring KPIs
  • 3 to 5 years experience completing and conducting performance reviews
  • Self-motivated individual but able to motivate others
  • Ability to work independently
  • 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 

PHYSICAL & VISUAL ACUITY REQUIREMENTS

  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.
  • Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling; Grasping. Applying pressure to an object with the fingers and palm; Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips;
  • Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers

 

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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