• Job Description

  Req#: 247726

  Job Details

  Level: Management

  Job Location: NJ Site - Northvale, NJ

  Education Level: 4 Year Degree

  Salary Range: Undisclosed

  Travel Percentage: None

  Description

  SUMMARY

  The Customer Care Manager is responsible for the processes and procedures utilized to provide customers with an exceptional customer experience. The Customer Care Manager is also responsible for driving Dyna Values that lead and inspire the team to be its best every day to exceed customer expectations. Responsibilities include order entry and processing, quoting activity, processing return and replacement orders, resolving customer phone inquiries, answering technical product questions at a basic-level, managing the departmental budget and completing special projects as they arise. The leader in this position will also serve as a member of the Hausmann Leadership Team (HLT) reporting to the Site Leader.

  SUPERVISORY RESPONSIBILITY

  Directly supervises the Customer Care Representatives; indirectly responsible for customer satisfaction.

  ESSENTIAL FUNCTIONS

  • Lead the Customer Care team by setting the example every day in word and action; drive the Dyna Values and Culture as the thread of all that the team does.
  • Create a positive “can do” spirit and that drives customer satisfaction and enables new opportunities.
  • Manage the order entry process; ensuring all new orders are entered by end of the business day.
  • Manage phone coverage such that customers speak to a Customer Care Representative no later than two rings of the phones.
  • Manage the departmental budget and recommend spending that drives improved customer service.

  ADDITIONAL RESPONSIBILITIES

  • Collaborate with the Director, Sales & Marketing and Operations Manager to ensure customer satisfaction and on-time delivery.
  • Complete special projects as assigned on-time.
  • Perform additional, related duties as needed.

  Qualifications

  
  

  COMPETENCIES

  Essential

  • In-depth knowledge of customer care activities and best practices; current with relevant trends and applications.
  • Basic math skills, able to add and subtract, and perform simple division and multiplication
  • Ethical and professional conduct.
  • Alignment with DYNA mission, vision, and core values.

  Preferred

  • Expert-level of knowledge of customer care activities and best practices; driving relevant trends and applications.

  • High level of professional and business judgment

  • Strong problem-solving and critical-analysis ability; able to make effective decisions and execute an appropriate course of action that exceeds customer expectations while supporting business objectives

  • Excellent attention to detail; time management, project management, and organizational skills; able to perform a wide variety of tasks and multi-task efficiently.

  • Influential leadership skills; understanding of performance management and conflict resolution principles, able to lead others and translate skills through training and mentoring.

  • Proficient in Microsoft Office applications (Outlook, Word, Excel).

  • Strong verbal and written communications; able to draft policy and procedures relative to management responsibilities; ability to present information in a succinct and clear fashion.

  • Proficient with business management or enterprise resource planning (ERP) software.

  • In-depth knowledge of medical devices and supplies.

  • Exceptional customer service and interpersonal skills; able to build and maintain rapport, and work effectively cross-functionally and with external customers (e.g., clients/customers, dealers, vendors, contractors).

  • Ability to work independently, with minimal supervision, and also work on a team.

  • Unquestionable level of integrity and ethics; able to handle sensitive and proprietary information with discretion and confidentiality.

  • Ability to remain calm under pressure and work to deadlines in a fast-paced manufacturing environment.

• About the company

  Bird & Cronin designs, manufactures and distributes orthopedic soft goods and other specialty medical and sports products. The company features numerous brands (e.g., Physician' s Choice, Sportsman' s Choice, Sprint, B-Cool...), and also specializes in...

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