Job Description:

To build, lead, coach, develop and supervise a team of 7 – 15 team members based both in Prague and in countries of coverage.To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach)Implement and identify improvement areas of all processes and procedures linked to Customer Service and technical adminitration (technician dispatching, service quotation, service report to order, service request documentation) in line with the Sr. Manager Customer Experience Diagnostics EMEATo distribute and organize the daily workload, take charge of escalationsHandle approvals within the approval limitsTo build excellent relationship with stakeholders (sales, cash collection, finance, warehouse, technical support colleagues).To participate on stakeholders’ meetings, to represent the CS organization, to collect and action on Customer Experience feedbackLead and provide associates all necessary information, to organize training, to provide work instructions and tools to cover their roles.Ensure smooth team operations and effective collaboration.Ensure overall team performance on quality of the service provided such as speed to answer, order entry accuracy, case resolution time, back order communication etc.Supervise backorders to customers and implement corrective actions when necessaryAssure fulfilment of the local Terms and Conditions of Sales: Returns, Discounts, Freight charges and Warranties&Complaints.Guarantee the customer experience cycle in all service incidents with sense of urgency, strengthening customer loyalty.To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.)Secure appropriate team training.Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for reviewTo run regular team meetings, Daily Management follow ups with the team.

This Job is also suitable for persons with disabilities; attendance required – disabled-accessible building.

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Job Requirements:

Poeple management experience in a customer facing team for minimal 3 yearsStrong leadership skills and team playingStress resistance, strong structure and goal orientationSolid customer focus and service orientation skillsProven successful experience of building and developing teamsPassion for getting results and continuous improvement skillsAbility to build strategic work relationships and negotiate with internal and external customersAble to communicate effectively, provide constructive feedback, mentorship and coachingAdvanced or proficiency English Level, plus Italian/Spanish/French/ or German proficiency level - C2Expert knowledge in SAP ERP systems, focus in the sales module  Valuable knowledge as User in CRM systemsOral and writing communication skills

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.