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Henry Schein, Inc. Manager, Customer Service in Reno, Nevada


This position is responsible to manage Supervisors, Team Leads, and Customer Service Representatives responsible for providing quality customer service. Provide direction and oversight to department to ensure goals are achieved. Organize and prioritize overall objectives for the department. Develop and make recommendations on improvements in current procedures and policies to ensure the department functions efficiently. Responsible for managing, hiring, training, and developing staff, including formal performance and merit review. Partner with HR Manager to effectively recruit new hires and resolve employee performance issues.


  • Provide effective leadership for Customer Service Team.

  • Focus on continual improvement by routinely reviewing systems and processes.

  • Prioritize, delegate, and follows up on work assignments.

  • Assist with managing Key Performance Indicators, and communicate results with the team and with upper management on a frequent basis.

  • Resolve escalated customer inquiries.

  • Partner effectively with all business units to ensure customer issues are resolved timely and thoroughly.

  • Troubleshoot issues and provide solutions for identified strategic accounts.

  • May lead cross-functional/cross-cultural project teams.

  • Participate in special projects and perform other duties as required.

/ Henry Schein, Inc. is an Equal Employment Opportunity Employer. Qualified Applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability. /


Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience.


Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.


  • Excellent leadership skills (demonstrated) and ability to attract, retain, motivate, coach and develop team members for high performance.

  • Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures.

  • Use skills to lead teams to achieve company goals in creative and effective ways.

  • Excellent planning/ organizational skills and techniques.

  • Excellent analysis and problem solving skills.

  • Excellent decision making skills.

  • Excellent negotiation skills.

  • Excellent writing, presentation and communication skills.

  • Ability to effectively lead virtual teams.

  • Communicate effectively with senior management and key stakeholders.

  • Ability to Influence, build relationships, navigate organizational complexities and manage conflicts.

  • Understand, interpret and act on financial information that contributes to business profitability.

Strong project management skills and ability to successfully manage risks, costs, time and project teams.


  • Excellent knowledge of JDE, Siebel, Data Warehouse, and MS Office applications.

  • Excellent knowledge of Customer Service policies and procedures.

  • Consistently demonstrated leadership and communication skills.

  • Ability to build morale and motivate a team.

  • Excellent negotiation and dispute resolution skills.

  • Excellent presentation skills.

Title: Manager, Customer Service

Location: NV-Reno

Requisition ID: R114970