Customer Support Representative

Envista Dentistry•Mahwah, NJ

3d•$29 - $32

About The Position

Provide support on Mahwah Dental and Nobel Procera products and services, as well as corresponding techniques/processes to external customers and internal operating departments. Provide customer service via phone, email, written communication, and in person during regular business hours as determined by supervisor/manager and/or Nobel Biocare. Responsibilities: Speak directly with Dental Professionals about products and services offered. Ensures that appropriate customer information is current and accurate. Asking follow up questions to customers to ensure accuracy. Document product complaints in accordance with company guidelines for FDA Regulations. Work with the sales team and customers to analyze problems and provide thoughtful, workable solutions to each issues. Maintain an optimal level of technical product knowledge, service offerings, database information, etc. in order to provide accurate and professional answers in a variety of situations to a variety of customers. Work with members of a various production process departments to provide customers and field personnel with accurate product and service, in order to optimize customer experience. Work closely with Production Department to ensure timely delivery of all orders, as well as checking order status, etc. Maintain call volume and call quality as indicated by specific department metrics. Perform other duties as assigned. Job Requirements: Critical Knowledge and Qualifications: Knowledge of Microsoft Office (Excel is primary focus), SAP, Microsoft Dynamics (CRM) and other data entry applications preferred. Typing speed of 30 wpm. Dental Knowledge Required. Dental Prosthetic and Dental Implant product knowledge a plus. Knowledge of exocad, 3shape or DTX a plus. Knowledge of full arch and photogrammetry a plus. Knowledge of SprintRay 3D Printing a plus. Critical Skills/technical know-how: Ability to perform basic business math skills as it relates to business calculations. Must be an active listener with an ability to effectively articulate both verbally and written to customers, doctors and management. Must be flexible, organized and be extremely detail oriented. Ability to effectively multi-task in a fast-paced corporate environment. Must possess a professional demeanor and an overall positive attitude. Have an innate customer service mentality and understand that our customers come first. Ability to work under pressure and maintain composure with little supervision. It is critical that this role functions well in a team environment and is willing and able to fill in for others in the department. Critical Experience: Dental technology, chair-side surgical, dental technician, laboratory technician, clinical or patient coordinator and/or restorative practice experience required. 2 years experience in customer service in a manufacturing environment preferred. 2 years of college or equivalent experience preferred.

Requirements

Knowledge of Microsoft Office (Excel is primary focus), SAP, Microsoft Dynamics (CRM) and other data entry applications preferred.
Typing speed of 30 wpm.
Dental Knowledge Required.
Ability to perform basic business math skills as it relates to business calculations.
Must be an active listener with an ability to effectively articulate both verbally and written to customers, doctors and management.
Must be flexible, organized and be extremely detail oriented.
Ability to effectively multi-task in a fast-paced corporate environment.
Must possess a professional demeanor and an overall positive attitude.
Have an innate customer service mentality and understand that our customers come first.
Ability to work under pressure and maintain composure with little supervision.
It is critical that this role functions well in a team environment and is willing and able to fill in for others in the department.
Dental technology, chair-side surgical, dental technician, laboratory technician, clinical or patient coordinator and/or restorative practice experience required.
2 years experience in customer service in a manufacturing environment preferred.
2 years of college or equivalent experience preferred.

Nice To Haves

Dental Prosthetic and Dental Implant product knowledge a plus.
Knowledge of exocad, 3shape or DTX a plus.
Knowledge of full arch and photogrammetry a plus.
Knowledge of SprintRay 3D Printing a plus.

Responsibilities

Speak directly with Dental Professionals about products and services offered.
Ensures that appropriate customer information is current and accurate.
Asking follow up questions to customers to ensure accuracy.
Document product complaints in accordance with company guidelines for FDA Regulations.
Work with the sales team and customers to analyze problems and provide thoughtful, workable solutions to each issues.
Maintain an optimal level of technical product knowledge, service offerings, database information, etc. in order to provide accurate and professional answers in a variety of situations to a variety of customers.
Work with members of a various production process departments to provide customers and field personnel with accurate product and service, in order to optimize customer experience.
Work closely with Production Department to ensure timely delivery of all orders, as well as checking order status, etc.
Maintain call volume and call quality as indicated by specific department metrics.
Perform other duties as assigned.