Customer Service Representative

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.

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.

Scope of Role:

Dentsply Sirona is looking for an experienced and talented Customer Service Representative to join our team. This individual will be responsible for processing orders via phone or by way of written requests (e.g. mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required. This hybrid role requires candidates to be located in the York, PA metro area.

Responsibilities for Employment:

• 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 end user orders and promotions.
• Guides complaint resolution to ensure that proper and satisfactory closing is obtained from dealers, dentists, etc. Enters complaints into appropriate complaint handling system.
• May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
• Evaluates information to determine if feedback constitutes a complaint.
• Provides literature and informational support as requested from customers or field force representatives.
• Researches customer inquiries and assures satisfactory completion.
• Processes promotional orders, customer credit requests, debit memo requests, return material requests, and fulfills free-goods requests.
• Tracks orders and acknowledges customer purchase orders.
• Interfaces in a professional manner with internal and external customers via phone, email, Teams and SalesForce.
• Maintains daily interaction between Shipping, Accounting, Planning, Product Service, and Customer Service departments.
• Additional responsibilities as assigned.

Education: High school or high school equivalency

Years and Type of Experience:

• At least 1 year related experience in Sales or Customer Services.
• Demonstrated ability to deal effectively with customers and strong telephone etiquette skills.
• Experience in/or appreciation for the dental industry is preferred.

Key Skills, Knowledge & Capabilities:

• Experience in resolving conflict and problem solving, sometimes in a stressful environment.
• Knowledge of MS Office, including Excel and MS Word.
• Knowledge of AX or other similar data entry software.
• Ability to perform basic arithmetic computations.
• Strong multitasking skills.
• Strong oral and written communication skills are required.
• Strong organizational skills.
• Capable of working independently.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, stand, speak, use hands, reach with hands and arms, see listen and type. May need to lift up to 20 pounds.

Work environment:

Work primarily performed in an office environment.