Associate Manager, Customer Excellence

JOB OVERVIEW:

This position is responsible to manage the Outside North America Dealer Sales (ONDS) Customer Excellence function, responsible for being the main point of contact for customers and the Henry Schein Products Group (HSPG) brands for sending and handling orders towards the different brands. Provide direction and oversight to order process, quality customer service, and ensure orders are delivered to customers timely and efficiently. Organize and prioritize overall objectives for the department. Develop and make recommendations on improvements in current procedures and policies to ensure the department functions efficiently. Partner with regional sales teams, HSPG brands order processing, supply chain, distribution centers, and regulatory functions to handle and drive orders and lead the central hub for all ONDS orders for all portfolio brands and companies.

KEY RESPONSIBILITIES:

• Provide effective leadership for Customer Excellence Team.
• Place and administer orders for LatAm and Middle East/Africa.
• Focus on continual improvement by routinely reviewing systems and processes.
• Prioritize, delegate, and follows up on work assignments.
• Assist with managing Key Performance Indicators and communicate results with the team and with upper management on a frequent basis.
• Resolve escalated customer inquiries.
• Partner effectively with all business units and HSPG brands to ensure customer issues are resolved timely and thoroughly.
• Troubleshoot issues and provide solutions for identified strategic accounts.
• May lead cross-functional/cross-cultural project teams.
• Participate in special projects and perform other duties as required.

• Excellent knowledge of JDE, Siebel, Salesforce, Data Warehouse, and MS Office applications.
• Excellent knowledge of Customer Service policies and procedures.
• Ability to speak Spanish fluently.
• Consistently demonstrated leadership and communication skills.
• Ability to build morale and motivate stakeholders.
• Excellent negotiation and dispute resolution skills.
• Excellent presentation skills

• Strong management skills and ability to attract, retain, motivate and develop team members for high performance
• Excellent verbal and written communication skills and ability to resolve disputes effectively
• Strong presentation and public speaking skills
• Strong decision making, analysis and problem solving skills with ability to multi-task
• Understand and act on financial information that may contribute to business profitability
• Ability to manage successful projects, manage risks, costs, time and project teams
• Lead team to achieve company goals in effective ways
• Strong planning and organizational skills and techniques
• Communicate effectively with management
• Good negotiating skills
• Build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with an understanding of industry practices and company policies and procedures