Customer Success Team Lead

6 months ago

Gatineau, Canada Smile Innovations Group Full time

**ABOUT MILIDENT**

Opened in June 1995, Milident Inc specializes in the creation of complex cases, implant-supported crown and bridge, fixed and removable dentures as well as orthodontic appliances. Always at the forefront of technology, Milident Inc. continues to offer its products and services tailored to the specific needs of its clientele. Through its internal research and development program, Milident Inc. is continually exploring new technological advances in manufacturing its high-precision dental prothesis.

**Description**:
The Customer Success Team Lead is responsible for overseeing the CS team at Milident Dental Laboratory.

**General Responsibilities**:
**Logistics**
- Maintain SOP’s regarding shipping and receiving
- Shipping & receiving (liaising with couriers for timely delivery of lab cases)
- Coordinating and scheduling case production, ensuring schedules and timelines are met
- Oversee and manage outsourced production workflows for other labs

**Customer Service**
- Lead, train, and delegate tasks to customer service team
- Ensure case orders are entered into MRP system and invoiced with high level of accuracy
- Resolve customer complaints
- Collaborate with management teams to stay updated on new products, services, and policies and advise on product and lab information
- Record customer information within our database
- Manage incoming and outgoing calls, proactively identifying and assessing customers’ needs to achieve satisfaction
- Coordinate staff to support front reception / patient custom shades as necessary
- Support clients with billing or general case queries
- Case follow up with clients, i.e., shade requests, return dates, and any additional information required for continuation of case
- Develop systems and processes

**Supervisory Responsibilities**:

- Providing timely and constructive feedback and recognition for accomplishments
- Understand and provide insight on training and development needs for the customer success teams
- Ensuring that productivity standards are met and maintained
- Strengthen relationships with other departments and customers
- Approve credits and returns, when applicable
- Resolve customer complaints (investigate, provide solutions and recommendations to the manager)
- Suggest and assist with developing systems and process improvements
- Supervises and delegates tasks to team members
- Assists in training of new team members, utilizing training materials
- Perform annual performance evaluations on team members
- Resolves difficult customer situations.

**Qualifications**:

- **Must be bilingual** (French and English)
- A minimum of 5 years experience in a customer service role
- Excellent interpersonal skills
- Leadership skills to develop, inspire and motivate a high performing team
- Excellent multitasking, prioritization, and organizational abilities
- Effective problem solver
- Client driven/Customer focused
- Demonstrates advanced product knowledge, maintains awareness of new products
- Excellent interpersonal, motivational, team building, and customer relationship skills
- Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate
- High attention to detail and accuracy
- Customer experience focused approach to problem solving
- Excellent time management skills; acts skillfully with a sense of urgency
- MRP software experience and knowledge
- Aptitude for learning technical information**À PROPOS DE MILIDENT**

Ouverte en juin 1995, Milident Inc se spécialise dans la création de cas complexes, de couronnes et de ponts sur implants, de prothèses fixes et amovibles ainsi que d'appareils orthodontiques. Toujours à la pointe de la technologie, Milident Inc. continue d'offrir ses produits et services adaptés aux besoins spécifiques de sa clientèle. Grâce à son programme interne de recherche et développement, Milident Inc. explore continuellement de nouvelles avancées technologiques dans la fabrication de ses prothèses dentaires de haute précision.

**Description**:
Le chef d’équipe de réussite client est chargé de superviser l’équipe CS du Milident Dental Laboratory.

**Responsabilités générales**:
**Logistique**
- Maintenir les SOP concernant l'expédition et la réception
- Expédition et réception (liaison avec les coursiers pour la livraison dans les délais des valises de laboratoire)
- Coordonner et planifier la production des dossiers, en veillant à ce que les calendriers et les délais soient respectés.
- Superviser et gérer les flux de production externalisés pour d'autres laboratoires

**Service client**
- Diriger, former et déléguer des tâches à l'équipe du service client
- S'assurer que les commandes de cas sont saisies dans le système MRP et facturées avec un haut niveau de précision.
- Résoudre les plaintes des clients
- Collaborer avec les équipes de direction pour rester informé des nouveaux produits, services et politiques et donner des conseils sur l

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