Customer Services Supervisor

Dentsply Sirona, Inc•Charlotte, NC

About The Position

Dentsply Sirona's Customer Service team is looking for someone to join our team as a Customer Service Supervisor. The Supervisor is responsible for leading day‑to‑day Customer Service operations in a fast‑paced, high‑volume environment. This role requires an individual who can operate with limited direction, make sound decisions independently, and proactively drive process and system enhancements. The Supervisor is expected to apply strong critical‑thinking skills to identify issues, challenge inefficiencies, and implement practical solutions that improve both team performance and customer experience. We offer competitive wages and a full menu of benefits including health (3 options), dental (provided), vision, life (provided) + extra life, short-term and long-term disability (provided), 401k (retirement) with company matching, 10 holidays and paid time off.

Requirements

EDUCATION: Bachelor's Degree in business or related field, or, equivalent combination of experience and education.
Minimum 5-7 years’ related experience in a fast-paced Customer Service Call Center environment including coaching and development experience.
Lead experience in Customer Service, Operations, or a Call-Center environment.
Exposure to ERP systems (e.g., SAP / S/4) and operational reporting tools.
Proven track record of supporting process improvement and transformation initiatives. Examples.
Proven ability to work independently with limited direction and make timely, well‑reasoned decisions.
Strong critical‑thinking and analytical skills, with the ability to connect operational issues to system or process root causes.
Demonstrated experience operating in a fast‑paced, high‑pressure environment with competing priorities.
Strong leadership presence with the ability to influence, coach, and hold teams accountable.
Comfortable challenging the status quo and pushing for system and process enhancements.
Excellent communication skills, with the ability to clearly articulate issues, risks, and recommendations.
High level of ownership, urgency, and follow‑through.
Basic computer skills such as Microsoft office – Word, Excel. Internet software, Email application, Database software, etc.

Nice To Haves

Preferred experience in dental, medical, or other highly regulated industry.

Responsibilities

Lead and support a team of Customer Service representatives, ensuring consistent execution of daily operational priorities.
Operate effectively in a dynamic environment with changing priorities, minimal oversight, and high expectations for ownership and accountability.
Serve as a first point of escalation, resolving complex customer, order, system, or process issues.
Proactively identify system gaps, process breakdowns, and recurring issues, and partner cross‑functionally to drive enhancements and sustainable fixes.
Apply critical thinking and root‑cause analysis to assess problems and recommend data‑driven solutions rather than temporary workarounds.
Monitor team performance against SLAs, KPIs, and quality standards; take corrective action when targets are not met.
Coach, develop, and mentor team members, reinforcing accountability, problem‑solving skills, and operational discipline.
Ensure adherence to policies, procedures, and controls while continuously challenging opportunities to simplify and improve them.
Collaborate closely with leadership, IT, Finance, Sales, and other stakeholders to support operational excellence and system stability.
Depending on the needs of the company, the employee may be entrusted with and asked to perform other tasks related to his/her competence.