Customer Service Representative, Implants

Customer Service Representative

Dentsply Sirona is looking for an experienced and talented Customer Service Representative to join our team. This individual will be responsible for providing delightful, first contact resolution and premium customer service for all internal and external customers including order inquiry/placement, answer product questions and direct to other support departments to resolve customer issues.

The position will adhere with all stated company policies, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility.

Responsibilities for Employment:

• Supporting customers by providing customer service assistance related to Dentsply Sirona product lines and recording communication in salesforce.
• Provide timely and accurate information and solutions to customer needs by gaining deeper product and process knowledge through training to apply to incoming customer orders, order inquiries, account updates, returns and product knowledge requests, resolving customer issues and inquiries with high customer satisfaction and accuracy.
• Assist Customer Service agents with exceptions and escalations to first contact resolution.
• Ability to educate or coach customers via telephone, email, text, in-person or in a classroom setting.
• Process customer orders/changes according to established department policies and procedures, informing customer of unit prices, shipping date, anticipated delays and any additional information, including addressing customer billing questions.
• Identify and coordinate product and service complaints according to company processes and policies.
• Actively engages customers with service surveys and gathers customer intel to support sales and marketing efforts.
• During customer conversations, identify, present and act on upsell and cross sell opportunities.
• Provide assistance for custom orders, website and loyalty inquiries.
• Assist with customer loaner equipment, product repairs, price deviations, audits and recalls.
• Communicates direct with our customers, including office managers, dental professionals, purchasing coordinators, dealers and doctors.
• Works with manufacturing, warehouse, sales, account maintenance, ecommerce, marketing and GBS teams.

Additional responsibilities as assigned.

Education: High school or high school equivalency

Years and Type of Experience:

• At least 2 year of Customer Service Call Center support or equivalent.
• Experience in/or appreciation for the dental industry is preferred.

Key Skills, Knowledge & Capabilities:

• Experience working in a team-oriented, collaborative environment.
• Demonstrated ability to deal effectively with customers and strong telephone etiquette skills.
• Organized and detail oriented - deadline oriented.
• Competence to work on multiple projects at one time with minimal supervision and ensure high quality and timely delivery.
• Experience in resolving conflict and problem solving, sometimes in a stressful environment.
• Remains calm in challenging situations.
• Flexible and able to respond to change to meet business needs.
• Exceptional interpersonal, communication, and problem solving skills a must.
• Proficient in MS Office, including Excel and MS Word.
• Proficient in SAP or other similar data entry / MRP software.
• Ability to read and interpret documents such as manuals, work instructions and software manuals.
• Ability to perform basic arithmetic computations.
• Excellent oral and written communication skills (fluent in English - written and spoken)
• Capable of working independently.
• Understands and leverages training provided to solve complex challenges for our customers.
• Coachable and participates in the feedback process.
• Ability to meet the challenges of a fast-paced and demanding environment.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, stand, speak, use hands, reach with hands and arms, see listen and type. May need to lift up to 20 pounds.

Work environment:

Work primarily performed in an office environment. The noise level is usually quite in a controlled temperature environment.