Job Summary
The Customer Service representative serves as Septodont’s front-line interface with our dealer/distributor partners. Along with this core customer group, Customer Service Representatives also handle inquiries from dentists, sales reps, and others in the industry. Timely entry of all customer POs as well as customer complaints/shipping issues is crucial to Septodont and our customers.
As the representative of Sepodont with the most customer contact, it is vital that the Customer Service Representative portray a professional attitude at all times, and is able to work with frustrated customers to maintain good relationships.
Responsibilities
Dealer/Distributor Support
1. Enter all orders received by assigned dealers and send order confirmations in a timely fashion
2. Handle all product complaints as well as shipping issues from assigned dealers as timely as possible
3. Work closely with Purchasing Representatives for assigned dealers to become the key contact for that purchaser, which involves working with them on back orders by providing PO status checks, answering questions about new or discontinued products and field any other questions from assigned dealers
Telephone Communications
4. Along with other Customer Service Representatives and assigned personnel, field calls to the 800 number from Dentists, Dealer/Distributors, Sales Reps, dental patients and others in the industry
5. Maintain professionalism and work with both external and internal customers to deliver the best solution to an issue
Administrative Responsibilities
6. Enter orders into company ERP system (Microsoft Dynamics)
7. Log customer complaints into company complaint handling system, Ennov
8. Enter information into company CRM system, Salesforce (Lighthouse)
Product Knowledge
9. Complete product training and continue learning to gain further insights into the workings of various company products
10. Work to gain understanding of new products as they are introduced and attend seminars and educational opportunities around the launch of a new product
Qualifications
11. High school diploma
12. College or university degree is an asset
13. Previous customer service experience preferred
14. Self starter with the ability to work independently and meet objectives
15. Proficiency in MS Office (Word, Excel, Outlook, Teams)
16. Ability to work well with customers at all levels
17. Excellent verbal and written communication skills
Contract type
Permanent
Candidate criteria
Minimum level of education required
1 - High School
Minimum level of experience required
Less than 2 years
Position location