Customer Services Supervisor Location: US, NA Charlotte, NC Job Description: Company: Dentsply Sirona, Inc Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Bringing out the best in people As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us. Working at Dentsply Sirona you are able to: Develop faster - with our commitment to the best professional development. Perform better - as part of a high-performance, empowering culture. Shape an industry - with a market leader that continues to drive innovation. Make a difference -by helping improve oral health worldwide. 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. RESPONSIBILITIES FOR EMPLOYMENT - 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. EDUCATION: Bachelor's Degree in business or related field, or, equivalent combination of experience and education. YEARS AND TYPE OF EXPERIENCE: - Minimum 5-7 years' related experience in a fast-paced Customer Service Call Center environment including coaching and development experience. - Preferred experience in dental, medical, or other highly regulated industry. - 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. KEY SKILLS, KNOWLEDGE & CAPABILITIES: - 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. Dentsply Sirona is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona. For California Residents: We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes). The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).