Team Lead

Description

The Shipping and Receiving Team Lead is responsible for ensuring the on-time delivery of cases and providing exceptional customer service to all Bonadent customers. Building the company brand of being recognized as Anterior & Complex Case Specialists is always the primary consideration. The Team Lead will oversee the day-to-day operations of customer service and shipping and receiving functions. These duties include but are not limited to management of workflow, process and procedure development, improvement and execution, shipping and receiving management, quality control, staff supervision, review and development, and overall management of the facility.

· Provide friendly, effective, and efficient telephone communication with customers to ensure overall customer satisfaction

· Ensure timely resolution and proper documentation of customer issues

· Develop relationships and be proactive with accounts

· Develop understanding of Bonadent products and turnaround times

· Keep sales and technical teams abreast of issues, concerns, and successes with important accounts

· Ensure the on-time delivery of cases and customer satisfaction 

· Responsible for opening and disinfecting incoming cases from our various carriers

· Accurately enter orders into our system for proper scheduling throughout the lab

· Accurately invoice and bill completed orders, post payments, credit card charges and end of month procedures 

· Responsible for developing and utilizing reports to accomplish on-time delivery and accurate billing of cases

· Hold staff accountable for reaching daily and weekly goals.

· Develop, standardize, and execute processes and procedures ensuring the best practices are being followed.

· Establish and maintain positive relationships with dentists and improve retention rates.

· Monitor production and hours to ensure staff reaches goals.

· Ensure safety protocol and safe practices are followed at the site and on delivery routes.

· Assist in establishing a culture that understands the importance of a positive experience for internal and external customers.

Requirements

  

· Have management experience of a team with a customer service focus.

· Be well organized.

· Have excellent attention to detail.

· Be reliable and dependable.

· Have excellent phone and written communication skills.

· Expert knowledge of Microsoft Office Suite (a plus).

· Experience answering phones, directing calls, and providing exceptional customer service.

· Experience with work orders and invoicing (a plus).

· Dental Experience (a plus).

· Experience with UPS Shipping Systems (a plus).

· Demonstrated leadership, managerial and supervisory experience.

· Ability to motivate, train and develop others.

· Ability to follow BonaDent Rules, Regulations and Standards of Conduct.

· Reliability, dependability, and flexibility.

· Communicates effectively and works cooperatively with colleagues, management, and other departmental representatives.

· Problem solving abilities.