Process & Training Specialist, Customer Service

Company: DEXIS
Location: Alpharetta
Posted on: May 14, 2022

Job Description:

Dental professionals have known the DEXIS brand as the leader in digital intraoral radiography and diagnostic software innovation for over 20 years. DEXIS products represent a full portfolio of award-winning imaging and digital solutions including cone-beam computed tomography (CBCT), handheld x-rays, intraoral scanners, sensors, and navigated surgical solutions. With one of the largest installed bases of dental imaging devices in the industry, over 150,000 offices trust DEXIS around the world. Learn more at www.dexis.com .Job Description:JOB SUMMARY:The Kavo Process and Training Specialist establishes, documents, and implements process changes and training programs for the Customer Service department to ensure the maximum effectiveness of the customer service organization. The Process and Training Specialist is responsible for onboarding new personnel and programs into the customer service team. Additionally, this role will work closely with external departments and the SAP/CRM development teams to support customer focused process improvements.
The candidate selected for this role must have excellent written and verbal communication skills. This role requires a high degree of interpersonal and followership skills. Candidate must provide timely follow up to all communication and commitments and provide superior support to internal customers. The candidate must also possess excellence in accuracy and attention to detail, demonstrate effective time management skills, and a history of continuous improvement in work processes. This candidate will need to successfully navigate through a complex environment while partnering with key stake holders and can solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. SAP system knowledge for service and operations required, as well as, the ability to implement initiatives, manage, develop and implement training plans and programs, training development and/or redesign, train the trainer, QA compliance criteria development, assessments, tracking training and post training initiatives etc.PRIMARY DUTIES & RESPONSIBILITIES:

• Develops and conducts onboarding of new personnel, products, and programs into the customer service team.
• Manages the development of work instructions and submission of documentation through company's quality control system.
• Monitoring and evaluation of existing processes for continuous improvement and training needs.
• Manage data gathering and reporting to management with recommendations for process changes and system updates.
• Identifies means of improving channels of communication and data enhancement.
• Participate in design of customer service quality monitoring formats and quality standards.
• Determines customer service training needs for the department.
• Develops customer service training plans, programs, and procedures.
• Oversees the set up and maintenance of training facilities (as applicable).
• Creates and delivers customer service presentations to trainees.
• Coaches trainees on a variety of effective customer service techniques.
• Monitors, evaluates, and coaches customer service associates.
• Prepares reports on progress of customer service trainees under direct or indirect supervision during training periods.
• Analyzes performance of customer service personnel to determine need for additional training.
• Supports Customer Service Manager in managing SOX financial audit requirements.
• Provide backup on standard customer service tasks as volume requires
• Perform other duties as assigned.Job Requirements:
  • High school diploma/equivalent education with combination of relevant experience.
  • 1+ year of proven process improvement experience including documenting current "as-is" processes and designing new "to-be "processes.
  • 1+ years of experience in the production and delivery of training material.
  • 1+ years of basic project-management experience.
    PREFERRED REQUIRMENTS:
    • BA or BS degree preferred; a combination of education and work experience will be considered
    • Call Center background preferred.
    • 3+ years continuous improvement experience
    • 3+ years instructional design/delivery and curriculum development experience
    • 3+ years' experience in creating professional training documentation and written communication
    • 3+ years' experience demonstrating basic project-management skills.
    • Previous medical device industry experience preferred.
    • Ability to carry out instructions furnished in written, oral, or diagram form and to deal with problems involving several concrete variables in standardized situations. Deal with negative situations in a positive and productive manner.
    • To perform this job successfully, an individual should have knowledge of SAP, Dynamics, Phone Systems, Databases, Spreadsheet software, and Word Processing software.
    • Ability to effectively present information and respond to questions from groups of managers.
    • Ability to deliver training in a remote or in-person capacity.
    • Strong experience in Customer Service or in resolution of complaints, preferably within a manufacturing company.
    • Ability to write reports and business correspondence.
    • Advanced Microsoft Office Suite proficiency.#LI-CY1IND123Operating Company:DEXISEnvista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.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.About EnvistaEnvista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including KaVo, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.Envista separated from Danaher as an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com.

Keywords: DEXIS, Alpharetta , Process & Training Specialist, Customer Service, Hospitality & Tourism , Alpharetta, Georgia