About the role
Requistion ID: 83907
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century 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 dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.
Dentsply Sirona is looking for an experienced and talented Bilingual Customer Service Representative to join our team. This individual will be responsible for proactively providing an outstanding customer service experience which promotes customer loyalty and the retention of the customer base. Taking ownership of customer requests, receiving and entering orders, handling returns and identifying and resolving problems in order to meet customers’ needs in a courteous and professional manner.
Responsibilities for Employment
Achieve strong customer satisfaction results by providing strong, complete customer support in both French (primary) and English language. At times will need to help French customers communicate with other departments such as finance and tech support. Support and execute day to day tasks including inbound and outbound phone calls with dental professionals incorporating product knowledge to meet customer needs and overcome objections as well as upselling promotions and special offers as appropriate. Achieves the performance standards established for the team including but not limited to abandon rates and service complaints. Enter orders received through all mediums in an accurate and timely manner, while ensuring order accuracy and applying all promotions to minimize order errors and expedite free goods processing where required. Fully prepare and process RMAs, exchanges or required credits or billings, including preparing any and all customs and courier documents as required. Support customers by facilitating loaner and/or repair requests. Recognizes the need for field sales rep intervention and conveys customer information to appropriate field sales Use Salesforce software to schedule activities, and document customer contacts Takes initiative to develop skills by staying current on industry trends, product knowledge and new company developments, potential to cross train on additional product lines and grow into CS specialist role. Provide leads to all TMs as situation dictates. Full customer support including providing follow up on invoice and tracking information fulfillment to customers, where required interact with accounts receivables team to resolve any customer account issues. Provide all customers with consistent, quality service in accordance with company procedure. Follows up on open orders with inventory and finance teams regarding back orders or customers on credit/customer hold. Complies with company and departmental policies and procedures with administrative requirements, reporting needed changes Maintains account integrity through new account set-up, account maintenance, customer profiling and activity entry through various databases and systems.
Reports complaints in accordance to compliant handling process
As time allows outbound component to be visited once process and product knowledge are integrated. Work with sales team to drive additional territory sales.
Additional responsibilities as assigned
Education: College degree preferred from an accredited college or technical school, or equivalent combination of education and experience.
Years and Type of Experience
A minimum of 2 years of experience in Customer Service, with some emphasis on upselling activities is preferred. Cross Functional team/Project Management experience.
Experience in resolving conflicts
Key Skills, Knowledge & Capabilities
Proficient in speaking/writing in English and French languages. Must have proven strong interpersonal communication skills, both on and off the phone to be able to interface with internal and external customers Strong analytical/problem solving skills.
Strong organizational and multi-tasking skills
Effective decision making and negotiation skills.
Strategic planning and excellent attention to detail
Adaptability and analytical skills. Strong customer orientation skills and relationship building. Ability to independently maintain direction and work flow. Ability to handle multiple tasks simultaneously. Organizational skills. Problem solving skills and attention to detail. Ability to use headset for phone. Must be self-motivated and able to work independently and in a team environment. Commitment to be at work on a timely and consistent basis.
Required Computer Skills
Intermediate Microsoft Office Skills: Word, Excel, and PowerPoint
Contact Management Systems Order Processing Systems. Internet and Email applications.
Required Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate and apply figures and amounts such as discounts, interest, commissions, and percentages. Strong business acumen.
Required Communication Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Strong interpersonal communication skills. Ability to write routine reports and correspondence. Ability to respond effectively to common inquiries or complaints from customers. Ability to respond effectively to the most sensitive inquiries or complaints.
Required Reasoning Ability Skills
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law. Eligibility: All successful applicants must be eligible to work in the country the position is based. Assistance: If you need assistance with completing the online application due to a disability, please send an accommodation request to accommodationrequest@dentsplysirona.com. Agencies: Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms. Notice on Fraudulent Job Offers: Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com. 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 careers@dentsplysirona.com.
Not the right fit? Search for Customer Service Representative jobs in British Columbia, Canada
About Dentsply Sirona
A Global Total Solutions Provider
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, empowering dental professionals to provide better, safer and faster dental care. Our products and solutions include leading positions and platforms across consumables, equipment, technology, and specialty products. Dentsply Sirona is one global team that brings out the best in our people, lives and breathes high performance and personal accountability, acts with uncompromising integrity, improves the practice of dentistry with an unrelenting commitment to our customers and demonstrates a passion for innovation that shapes the dental industry.
As The Dental Solutions Company™ Dentsply Sirona’s comprehensive solutions offering includes leading product brands across consumables, equipment, technology and specialty products. With the broadest clinical education platform and an unparalleled commitment to R&D in dentistry, our mission and vision guide us to continuously aim higher, support our customers and advance patient care around the world.
Dentsply Sirona’s Global Headquarters is located in Charlotte, North Carolina. Our shares are listed in the United States on NASDAQ under the symbol XRAY. We care about your privacy - you can view our Privacy Policy here: http://www.dentsplysirona.com/privacy
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About the role
Requistion ID: 83907
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century 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 dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.
Dentsply Sirona is looking for an experienced and talented Bilingual Customer Service Representative to join our team. This individual will be responsible for proactively providing an outstanding customer service experience which promotes customer loyalty and the retention of the customer base. Taking ownership of customer requests, receiving and entering orders, handling returns and identifying and resolving problems in order to meet customers’ needs in a courteous and professional manner.
Responsibilities for Employment
Achieve strong customer satisfaction results by providing strong, complete customer support in both French (primary) and English language. At times will need to help French customers communicate with other departments such as finance and tech support. Support and execute day to day tasks including inbound and outbound phone calls with dental professionals incorporating product knowledge to meet customer needs and overcome objections as well as upselling promotions and special offers as appropriate. Achieves the performance standards established for the team including but not limited to abandon rates and service complaints. Enter orders received through all mediums in an accurate and timely manner, while ensuring order accuracy and applying all promotions to minimize order errors and expedite free goods processing where required. Fully prepare and process RMAs, exchanges or required credits or billings, including preparing any and all customs and courier documents as required. Support customers by facilitating loaner and/or repair requests. Recognizes the need for field sales rep intervention and conveys customer information to appropriate field sales Use Salesforce software to schedule activities, and document customer contacts Takes initiative to develop skills by staying current on industry trends, product knowledge and new company developments, potential to cross train on additional product lines and grow into CS specialist role. Provide leads to all TMs as situation dictates. Full customer support including providing follow up on invoice and tracking information fulfillment to customers, where required interact with accounts receivables team to resolve any customer account issues. Provide all customers with consistent, quality service in accordance with company procedure. Follows up on open orders with inventory and finance teams regarding back orders or customers on credit/customer hold. Complies with company and departmental policies and procedures with administrative requirements, reporting needed changes Maintains account integrity through new account set-up, account maintenance, customer profiling and activity entry through various databases and systems.
Reports complaints in accordance to compliant handling process
As time allows outbound component to be visited once process and product knowledge are integrated. Work with sales team to drive additional territory sales.
Additional responsibilities as assigned
Education: College degree preferred from an accredited college or technical school, or equivalent combination of education and experience.
Years and Type of Experience
A minimum of 2 years of experience in Customer Service, with some emphasis on upselling activities is preferred. Cross Functional team/Project Management experience.
Experience in resolving conflicts
Key Skills, Knowledge & Capabilities
Proficient in speaking/writing in English and French languages. Must have proven strong interpersonal communication skills, both on and off the phone to be able to interface with internal and external customers Strong analytical/problem solving skills.
Strong organizational and multi-tasking skills
Effective decision making and negotiation skills.
Strategic planning and excellent attention to detail
Adaptability and analytical skills. Strong customer orientation skills and relationship building. Ability to independently maintain direction and work flow. Ability to handle multiple tasks simultaneously. Organizational skills. Problem solving skills and attention to detail. Ability to use headset for phone. Must be self-motivated and able to work independently and in a team environment. Commitment to be at work on a timely and consistent basis.
Required Computer Skills
Intermediate Microsoft Office Skills: Word, Excel, and PowerPoint
Contact Management Systems Order Processing Systems. Internet and Email applications.
Required Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate and apply figures and amounts such as discounts, interest, commissions, and percentages. Strong business acumen.
Required Communication Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Strong interpersonal communication skills. Ability to write routine reports and correspondence. Ability to respond effectively to common inquiries or complaints from customers. Ability to respond effectively to the most sensitive inquiries or complaints.
Required Reasoning Ability Skills
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law. Eligibility: All successful applicants must be eligible to work in the country the position is based. Assistance: If you need assistance with completing the online application due to a disability, please send an accommodation request to accommodationrequest@dentsplysirona.com. Agencies: Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms. Notice on Fraudulent Job Offers: Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com. 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 careers@dentsplysirona.com.
Not the right fit? Search for Customer Service Representative jobs in British Columbia, Canada
About Dentsply Sirona
A Global Total Solutions Provider
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, empowering dental professionals to provide better, safer and faster dental care. Our products and solutions include leading positions and platforms across consumables, equipment, technology, and specialty products. Dentsply Sirona is one global team that brings out the best in our people, lives and breathes high performance and personal accountability, acts with uncompromising integrity, improves the practice of dentistry with an unrelenting commitment to our customers and demonstrates a passion for innovation that shapes the dental industry.
As The Dental Solutions Company™ Dentsply Sirona’s comprehensive solutions offering includes leading product brands across consumables, equipment, technology and specialty products. With the broadest clinical education platform and an unparalleled commitment to R&D in dentistry, our mission and vision guide us to continuously aim higher, support our customers and advance patient care around the world.
Dentsply Sirona’s Global Headquarters is located in Charlotte, North Carolina. Our shares are listed in the United States on NASDAQ under the symbol XRAY. We care about your privacy - you can view our Privacy Policy here: http://www.dentsplysirona.com/privacy