Customer Support Specialist

The Customer Support Specialist is responsible for providing responsive, professional support to customers primarily through inbound phone calls and emails. This role assists customers with order placement, product inquiries, order status, returns, e-commerce support, basic troubleshooting, and issue resolution. While the position may identify customer needs and provide product information or recommendations during inbound interactions, it is not an outbound sales role. Outbound calls will be made to follow up on customer inquiries, resolve open issues, or provide requested information. Title: Customer Support Specialist Pay Rate: $20.00 hourly + monthly incentive Position Type: Full-Time, 40 hours Schedule: Weekdays, Monday-Friday Essential Duties and Responsibilities: The following statement reflects the general details considered necessary to describe the principle functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent to the job. Responds to a high volume of inbound customer calls and emails in a timely, professional, and customer-focused manner. Processes customer orders received by phone, email, or other approved channels. Provides order status, delivery and shipment information, inventory and product availability, pricing, quotes, and other related customer support. Assists customers with product inquiries, basic troubleshooting, e-commerce support, returns, and general service needs. Provides product information and recommendations during inbound customer interactions when appropriate; this role does not conduct outbound sales calls. Makes outbound calls only as needed to follow up on customer inquiries, resolve open issues, or provide requested information. Utilizes CRM to document customer interactions, manage follow-up activities, track customer inquiries, and support timely resolution of open issues. Processes tickets for customer returns and other service-related matters. Maintains accurate and up-to-date customer account information in company systems. Serves as an advocate for the customer by helping resolve concerns and coordinating with supporting departments as needed. Suggests operational and process improvements to better serve customers and streamline internal processes. Provides operational support to supporting departments as needed. May occasionally travel to conventions, trade shows, universities, or customer events as required. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: Associate degree or equivalent combination of education and experience. Minimum of two years of customer service, sales support, call center, or related experience in a fast-paced environment. Experience handling inbound customer calls and emails strongly preferred. Experience using CRM, order entry, or customer management systems preferred. Dental, orthodontic, medical device, manufacturing, or distribution experience a plus. EEO/Disabilities/Veterans. Individuals with disabilities and protected veterans are encouraged to apply. ABOUT US At Great Lakes Dental Technologies, we care about our employees, the people we do business with, and our community. We’ve been named one of Western New York’s Top Places to Work in 2023 and 2024 by the Buffalo News, Best Place to Work 2024 and 2025 by Buffalo Business First, and were awarded the Healthiest Workplace for 2024. We’re a team that works hard but understands the importance of work-life balance, teamwork, and on-site fun. As an employee-owned company, we strive to do the right thing for our employees, for our customers, and for our community. Great Lakes Dental Tech is an employee-owned dental manufacturer that offers over 4,000 products and operates one of the largest orthodontic laboratories in the United States. Located in Tonawanda, NY. Why we're great at Great Lakes Dental Technologies: Established Legacy - Joining Great Lakes provides career advancement at a stable, industry-leading company that has grown from a 2-person lab in 1965 to a 200+ employee-owned organization. Employee Ownership - At Great Lakes, employee ownership means that each team member has a stake in the company's success, fostering a sense of responsibility, collaboration, and commitment to our shared goals. Employees earn company stock. Comprehensive Benefits – We provide an array of benefits that can help you enjoy increased well-being, deal with an unexpected illness or accident, build and protect your financial security, balance your personal and professional life and meet everyday needs. Wellness & Work-Life Balance - Enjoy an environment that promotes wellness events and a healthy work-life balance, ensuring a fulfilling and sustainable life and career. Diverse Opportunities - Find employment opportunities in various departments including laboratory, digital production, customer service, accounting, sales, marketing, warehouse, and shipping and receiving. Training and Innovation – Hands on training provides many opportunities to develop and enhance your skills to advance in your career. Community and Impact - Participate in various company-sponsored activities such as raffles for charity, fitness events, lunch and learns, craft nights, food trucks, company lunches, and outings. Benefits: 401(k) Dental Insurance Vision Insurance Employee Stock Ownership Plan Health Insurance Health Savings Account Life Insurance Paid Time Off Referral Program Tuition Reimbursement College Scholarships Annual Bonus Opportunity Annual Wage Increase Employment Type: Full Time Years Experience: 1 - 3 years Salary: $20 Hourly Bonus/Commission: Yes