Customer Care Senior Manager
Align Technology
Belen, Costa Rica, CRI
hace 6 días

About this opportunity

This position is responsible to provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers.

Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer / clients.

Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

In this role, you will

  • Be Responsible for establishing and delegating operational objectives and work plans to subordinate managers
  • Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives
  • Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results
  • Establishe and adheres to budgets, schedules, work plans, and performance requirements
  • Accomplishe results through interaction with senior management or executive levels on matters concerning multiple functional areas, divisions, and / or customers
  • Work reviewed by senior management in terms of objectives to determine success of operations
  • In this role, you’ll need

  • A Bachelor Degree or may have a Master’s Degree from a four-year college or university
  • 7-11 years of directly related experience
  • Bilingual English- Spanish
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