Customer Service Representative, Dental Implants- Waltham, MA

 

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.  

 

 

General Description of the Position:

Primarily 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 polices, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility

 

Principal Responsibilities: 

• 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, e-mail, 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, upsell and cross sell opprotunities are identified, presented and acted on
• Provide assistance for custom orders, website and loyalty inquiries
• Assist with customer loaner equipment, product repairs, price deviations, audits and recalls.
• Perform other related duties as assigned, including special projects.

 

Internal & External Relationships:

• Communicates directly 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

 

Education/Experience:

• High school diploma, required
• Minimum of 2 years of Customer Service, Call Center support or equivalent 

 

Qualifications:

• Experience working in a team-oriented, collaborative environment
• Organized and detail oriented; deadline oriented
• Flexible and able to respond to change to meet business needs
• Exceptional interpersonal, communication, and problem solving skills a must. 
• Competence to work on multiple projects at one time with minimal supervision and ensure high quality and timely delivery.  
• Computer proficiency
• Ability to read and interpret documents such as manuals, work instructions an