Customer Service Representative

About the Organization Coltène is a global leader in the development, manufacture and sale of consumables and small-size equipment for dental treatment applications. The Dental Group offers a wide range of products, encompassing six segments - solutions for almost all dental treatments. Highly-qualified and enthusiastic employees are the basis of our success. In order to support and encourage this foundation, we foster a positive and motivating work atmosphere, which facilitates professional and personal development. Coltene offers a competitive compensation and excellent benefits package, which includes Medical, Dental, Vision, Prescription Drug, Life & Disability Insurance, Generous PTO and Tuition Reimbursement programs as well as access to world class manufacturing and lab facilities. Come Join Our Team! Customer Service Representative will be involved with and responsible for providing a high level of quality service to our customers, both internally and externally, as well as meeting internal efficiency goals and ensuring compliance with all company policies and procedures. Order Entry efficiency, multi-tasking and relationship management is expected at a high level. Duties and Responsibilities Position entails a high amount of customer interaction over the phone. The majority of calls are in regard to product information, complaints, returns, repairs, order entry and product purchase history. Cross selling of products to customers. Build rapport with customers by greeting them in a courteous, friendly, and professional manner Listen attentively to customer needs and concerns; demonstrate empathy. Ability to remain calm and collected during escalated situations Communicate effectively with individuals/teams across various departments in the company to ensure high quality and timely expedition of customer requests Ability to handle confidential information appropriately and communicate in a professional and courteous manner at all times Ability to obtain and enter initial complaint information in Odoo and SAP and be able to multitask with strong analytical and problem solving skills Ability to work independently and take initiative to help team members during downtime Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity Work with shipping on special instructions regarding orders entered into system. Ability to make out bound calls to customers. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications High school diploma or equivalent Experience in Customer Service, Order Entry, or Sales is a plus PC proficiency and experience with SAP, Odoo, Shopify, Microsoft Word and Excel is a plus Willingness and ability to adhere to all organizational policies and procedures Working Conditions While performing the duties of this job, the employee works in an office environment. The noise level in the work environment is quiet to moderate. This is a full-time non-exempt position requiring at least 40 hours per week, with hours of work and days scheduled by the Customer Service/Order Entry Supervisor. Special circumstances such as off shift and weekend work might occur on rare occasions. This position requires no travel. Hybrid schedule is availble after 90 days of employment - 3 days onsite and 2 days remote. Physical Requirements While performing the duties of this job, the employee is primarily sitting at a desk for prolonged periods of time. Standing, walking or bending will occur from time to time. Prolonged periods of concentration and focus are required along with excellent interpersonal skills and the ability to deal with stress of time constraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear. This position requires regular and consistent attendance at the facility. There may be times when you are needed to help in shipping department. Benefits Generous Paid Time Off Holiday Pay Medical/Prescription Insurance Dental Insurance Vision Insurance Health Savings Account (HSA) Company-Paid Life and AD+D Insurance Company-Paid Long-term and Short-term Disability Voluntary Life Insurance Voluntary Critical Illness, Hospital and Accidental Injury Insurance 401(k) Tuition Reimbursement Program Willingness and ability to adhere to all organizational policies and procedures EOE Statement It is the policy of Coltene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Coltene will provide reasonable accommodations for qualified individuals with disabilities This position is currently accepting applications. #J-18808-Ljbffr Coltene