Job Title:  Director, Customer Care

Position Summary

HuFriedyGroup, a STERIS company, is a global leader in the manufacturing of dental instruments and products designed to help dental practitioners perform at their best. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. As one of the world’s leading dental instrument and product companies, we continue our commitment to advance dental performance by supporting these products with world-class service, education and peer communities.

The Director, Customer Care & Inside Sales is a senior role that provides strategic direction, management leadership, training and mentoring within HuFriedyGroup (HFG) in the pursuit of service excellence, globally.  This position leads all of Customer Care and Technical Service along with establishing an Inside Sales team to ensure external Customer satisfaction.

*The ideal candidate will be located in the Chicago area with the ability to work a hybrid schedule in the downtown Chicago office or Des Plaines office.  A fully remote (within the continental U.S.) work schedule may be considered, which will require regular travel to Chicago. 
 

Duties

• Provides strategic direction to the Dental organization driving the HuFriedyGroup value proposition to an Inside Sales and Customer Care team.  Defines and executes strategic initiatives to create and maintain leading Inside Sales and Customer Care programs to multi-channel Customer base in North America and globally.
• Maintains close contact with key Customers (end-users/dealers/schools) to keep abreast of changing Customer needs and desires.  Functions as HuFriedyGroup’s customer advocate.
• Develops annual budgets and ensure budgets are managed appropriately.  Counsels and approves allocation of subordinates’ budgets.
• Responsible for recommending, implementing and maintaining optimal structure, processes, plans and IT infrastructure support that aligns strategically with the organization’s goals and objectives.
• Collaborates with the Vice President, Sales to ensure consistent sales strategies and techniques. 
• Challenges existing processes as it relates to the Customer experience.  Leads innovation and continuous improvement and growth of Customer Care functions, supported by a clear vision, mission, operating principles and core values, long-term strategies, and tactical activities.
• Manages mid and senior level staff who supervise the various Inside Sales, Technical and Customer support teams. Provide training, coaching and mentoring to ensure individual and group goals are met.  Evaluate performance of supervisors, coordinators and all Customer and technical service specialists.
• This role will eventually have responsibility for building a formal inside sales function to achieve top-line sales revenues and sales quota attainment for entire scope of product sales and technical services.  Effectively communicate and work with Marketing and Sales leadership to promote and encourage HuFriedyGroup sales.
• This role is responsible for the attainment of key financial objectives such as revenue, margin, budget, expense, product penetration, complaint handling, customer feedback, technical and product support, order management, and inventory management.
• Collaborates with multiples leaders in the business to drive the total value proposition of HuFriedyGroup.

Experience

• Bachelor’s degree in Business or related major required. MBA preferred
• Minimum of 15 years of  B to B Customer service experience, or a mixture of Sales and Customer service within a “best practices” environment
• 10+ Years of management experience required
• 3+ years of dental or medical sales, marketing or distribution experience in a management capacity is desirable
• Service sales experience strongly preferred
• Familiarity with dealer channel of distribution and/or business to business marketing
• Proven track record of identifying and recruiting high potential employees and teaching/motivating them to be outstanding performers
• Proficiency in Microsoft Office and experience with SAP

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