Customer Care Team Leader
Miejsce pracy: Szczecin
3Shape is a developer and manufacturer of 3D scanners and CAD/CAM software solutions for the dental industries based in Copenhagen, Denmark. The company has production facilities and offices in China, Europe, the Americas. We are changing dentistry as we know, together with dental professionals across the world, by developing innovations that provide superior dental care for patients.
Here is a unique opportunity to become a part of 3Shape’s Customer Care team as a Customer Care Team Lead and shape how 3Shape delivers best-in-class after-sales customer experience through learning and engagement.
Our offer:
- Competitive employment terms and benefits
- Stable employment conditions (contract of employment)
- Personal growth and development through continuous learning
- Private healthcare with dental treatment and cafeteria benefit system to keep you fit and well
- Lunch in our canteen for only 2 PLN
- Fruit, vegetables, snacks to keep you fuelled
- Informal atmosphere, among best-in-class colleagues with a strong emphasis on supporting creativity and fostering well-being of the employees
- An attractive work environment in a brand-new production facility with canteen and observation deck
Your responsibilities:
- Ensuring that we deliver an easy and delightful experience for 3Shape Partners in the Americas region when they place an order with 3Shape
- Leading regular meetings to build strong relationships with reselling partners and 3Shape Sales teams in the Americas region, understanding regional needs, and ensuring customer satisfaction
- Finding solutions to problems and challenges relating to the order process
- Taking ownership of customer issues to ensure correct escalation and resolution
- Identifying and implementing new initiatives to add further value to the team, ensuring we constantly improve the customer experience
- Contributing actively as a member of the Sales Operations management team, along with other Team Leads, to achieve the overall goals for the department
- Managing a small team of Order and Subscription Specialists, with focus on people development and employee engagement. The team has working hours from 10:00 – 02:00 CET
- Driving both team and individual performance to ensure responsive and efficient delivery of customer service
Your skills:
- Excellent English verbal and written communication skills
- Minimum of 1 year work experience in managing and/or mentoring others
- Strong communication and leadership skills to build quality relationships with the team and with partners
- Excellent organizational skills, and experience in an operational and customer-facing role
- Strong focus on process optimization and continuous improvement
- Good command of Microsoft software
Your responsibilities:
- Ensuring that we deliver an easy and delightful experience for 3Shape Partners in the Americas region when they place an order with 3Shape
- Leading regular meetings to build strong relationships with reselling partners and 3Shape Sales teams in the Americas region, understanding regional needs, and ensuring customer satisfaction
- Finding solutions to problems and challenges relating to the order process
- Taking ownership of customer issues to ensure correct escalation and resolution
- Identifying and implementing new initiatives to add further value to the team, ensuring we constantly improve the customer experience
- Contributing actively as a member of the Sales Operations management team, along with other Team Leads, to achieve the overall goals for the department
- Managing a small team of Order and Subscription Specialists, with focus on people development and employee engagement. The team has working hours from 10:00 – 02:00 CET
- Driving both team and individual performance to ensure responsive and efficient delivery of customer service
Your skills:
- Excellent English verbal and written communication skills
- Minimum of 1 year work experience in managing and/or mentoring others
- Strong communication and leadership skills to build quality relationships with the team and with partners
- Excellent organizational skills, and experience in an operational and customer-facing role
- Strong focus on process optimization and continuous improvement
- Good command of Microsoft software
