Customer Service Team Lead, Consumables

 

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.   This position is located in York, Pennsylvania. Offering the cultural attractions of a big city and the down-home charm of a small town, York, PA is an extraordinary place to live, work and play. York is located in south-central Pennsylvania and is within 25 miles of Gettysburg and Lancaster, 45 miles of Baltimore and Hershey, and 100 miles of Washington, DC and Philadelphia. Engrained with a rich history and heritage and becoming one of the fastest growing cities in Pennsylvania, York is a place where the past and the present comfortably coexist.

 

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.  

 

 

Under general direction, is responsible for processing orders and promotion orders and/or repair orders via phone or by way of written requests (e.g. mail, fax, digital), as well as handling and resolving customer complaints, and servicing requests or general inquiries in a professional and expedient manner.  Provides support to other customer service representatives as well as assisting the supervisor in various capacities. Perform related work and other duties as required.

 

ESSENTIAL DUTIES:

• Acts as primary point of contact for customer escalations from the Customer Service Reps and assists the supervisor with their resolution.

• Receives, researches and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.

• Processes customer orders, which could include dealer orders and backorders, end user promotions, repair orders from customers.  Assists coworkers with orders and procedural questions. Tracks orders and repairs as needed.

• Evaluates information to determine if feedback constitutes a complaint.

• Guides complaint resolution to ensure that proper and satisfactory closing is obtained from customers.  If applicable, records and facilitates complaints into the designated documenting complaint handling systems.

• Research customer inquiries and assures satisfactory resolution through to completion.  Assists department associates with various customer inquiries.

• Processes promotional orders, dental convention orders, loaner requests, customer credit requests, and fulfills free-goods requests as applicable to the department. 

• Informs associates of promotional changes.

• Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, online meeting and in person.

• Maintains daily interaction