Ortho Customer Service Representative

JOB PURPOSE or JOB SUMMARY:

The Customer Service Representative will be responsible for taking incoming calls, processing orders, addressing issues related to orthodontic products, order inquiries and other concerns from our customer to their satisfaction. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with each customer/caller. The successful candidate will be required to develop a comprehensive understanding of our Customer Service policies and know when issues need to be escalated to the proper sources for resolution.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Answer a high volume of direct customer phone calls.
• Accept verbal orders from direct customers and enter orders.
• Manage sales territory representative's needs.
• Handle inquiries regarding placing orders, invoicing and credits.
• Answer product questions requiring knowledge of the instructions for use and basic knowledge of orthodontic procedures.
• Enter Return Authorizations, issue UPS call tags.
• Enter complaints into Salesforce Database.
• Process literature requests.
• Manage open orders.
• Special projects as requested by Manager or Supervisor.
• Handle technical questions from dental/orthodontic professionals.
• Participate in and Lead TQM improvement activities.
• Uphold the principles and practices of the GQM business management system, including QC Thinking, Kaizen Innovation, and the corporate philosophy of GC no Kokoro.
• Participate in regulatory compliance activities related to the job function, including quality audits, adverse event reporting for company products, and adherence to Good Documentation Practices for reporting and record keeping.
• Perform other duties as may be assigned.
• An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

MINIMUM QUALIFICATIONS:

Education

• High School Diploma or equivalent

Experience and/or Training

• Minimum 3-5 years' experience as chair-side Dental Assistant or equivalent or 3-5 years Customer Service experience
• Excellent verbal communication skills (diction, clarity, pronunciation, grammar)
• Detail oriented and organized
• Ability to work well in a team environment
• Good interpersonal and negotiation skills
• Must have proficient typing skills.
• Strong sense of professionalism and discretion required
• Must be able to work independently without close supervision
• Ability to handle multiple tasks with accuracy, prioritize effectively and meet deadlines

Technology/Equipment

• Basic computer skills required
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint) and Outlook email required
• Use of copy machine, fax machine, and other general office equipment required

PREFERRED QUALIFICATIONS:

Education

• College degree or technical training a plus

Experience and/or Training

• Multi-lingual, especially Spanish, a plus
• Dental office/dental assistant in orthodontics experience a plus
• Technology/Equipment
• Knowledge of SAP modules a plus
• Previous experience with CRM systems a plus

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program

Requirements

MINIMUM QUALIFICATIONS:

Education

• High School Diploma or equivalent

Experience and/or Training

• Minimum 3-5 years' experience as chair-side Dental Assistant or equivalent or 3-5 years Customer Service experience
• Excellent verbal communication skills (diction, clarity, pronunciation, grammar)
• Detail oriented and organized
• Ability to work well in a team environment
• Good interpersonal and negotiation skills
• Must have proficient typing skills.
• Strong sense of professionalism and discretion required
• Must be able to work independently without close supervision
• Ability to handle multiple tasks with accuracy, prioritize effectively and meet deadlines

Technology/Equipment

• Basic computer skills required
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint) and Outlook email required
• Use of copy machine, fax machine, and other general office equipment required

PREFERRED QUALIFICATIONS:

Education

• College degree or technical training a plus

Experience and/or Training

• Multi-lingual, especially Spanish, a plus
• Dental office/dental assistant in orthodontics experience a plus
• Technology/Equipment
• Knowledge of SAP modules a plus
• Previous experience with CRM systems a plus