Customer service representative

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 and software manuals
• Experience working in a team-oriented, collaborative environment
• Excellent oral and written communication skills (fluent in English – written and spoken)
• Remains calm in challenging situations
• Understand and leverages training provided to solve complex challenges for our customers
• Coachable and participate in the feedback process
• Ability to meet the challenges of a fast-paced and demanding environment
  
  

The base salary and variable compensation for this role in the state of Massachusetts is between $18-21 per hour. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.

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.

If you need assistance with completing the online application due to a disability, please send an accommodation request to [email protected]. Please be sure to include “Accommodation Request” in the subject.

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).

For additional details and questions, contact us at [email protected]