Education Required:   Bachelor Degree or Equivalent Experience

Responsibilities and Objectives (Internal):

In general, this position is a first level supervisory role with the responsibility to manage employees and operations associated with Carestream Health Customer Order Service (COS) operations. 

Key functions of this role include leading and enabling the employees to successfully maintain and improve customer fulfillment operations based on defined business processes. This role includes the establishment and management of workload planning and scheduling, employee career development (EDP), and the interaction with customers and all levels of management with involvement in budget planning and space utilization.

Other responsibilities include, but are not limited to:

• Support and back-filling for staff Customer Service Representatives and Specialists. 
• Management of the customer complaint processes.
• Operations and metrics performance reporting.
• Define and execute of corrective actions in case of process failures or not meeting SLA’s
• Support, education, and promotion of Internal Controls and SOX compliance rules.
• Responsibility for departmental programs, projects, and any initiatives associated with Customer Satisfaction.
• Support for the implementation and support for Marketing campaigns.
• Support and advocate of the standard use of information systems supporting COS.
• Act as an advocate to teach and counsel customer service personnel on the principles of KOS.  

Skills Required:

• Strong interpersonal/ communication skills
• Good customer empathy.
• Ability and initiative to resolve problems quickly.
• Good root cause analysis capability.
• Self-checking skills to prevent errors.
• Demonstrated proficiency at planning and organizing.
• Ability to manage multiple, competing tasks.
• Excellent native language verbal and written communication skills.
• Ability to communicate (verbal and written) in advanced (better professional) English.
• Communicate business results to all parties in a consistent, disciplined way.
• Mistake-proof and fail-safe/ contingency planning skills.
• Adaptable to an ever-changing environment.
• Willingness to adopt/ support Corporate direction.
• Good computer skills, particularly with SAP, MS Office suite.
• Possess a basic understanding of KOS principles and champion them in the leadership role of the SSC.
• Fluency in Corporate values and their practice within the SSC organization/ operation.

Skills Desired:

• Third language is of advantage (besides native language and English).
• Relevant systems experience (applications supporting the operations and basic desktop administration applications tools).
• Good attention to/ caring about details.
• Some basic knowledge of the Logistics OTC operations would be helpful.