Customer Service Team Lead, Consumables

Under general direction, is responsible for processing orders and promotion orders and/or repair orders via phone or by way of written requests (e.g. mail, fax, digital), as well as handling and resolving customer complaints, and servicing requests or general inquiries in a professional and expedient manner. Provides support to other customer service representatives as well as assisting the supervisor in various capacities. Perform related work and other duties as required.

ESSENTIAL DUTIES:

• Acts as primary point of contact for customer escalations from the Customer Service Reps and assists the supervisor with their resolution.

• 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 backorders, end user promotions, repair orders from customers. Assists coworkers with orders and procedural questions. Tracks orders and repairs as needed.

• Evaluates information to determine if feedback constitutes a complaint.

• Guides complaint resolution to ensure that proper and satisfactory closing is obtained from customers. If applicable, records and facilitates complaints into the designated documenting complaint handling systems.

• Research customer inquiries and assures satisfactory resolution through to completion. Assists department associates with various customer inquiries.

• Processes promotional orders, dental convention orders, loaner requests, customer credit requests, and fulfills free-goods requests as applicable to the department.

• Informs associates of promotional changes.

• Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, online meeting and in person.

• Maintains daily interaction between other departments such as Shipping, Finance, Accounting, Marketing, IT, Product, and Customer Service as needed.

• Participates in special project teams, pilots and special assignments as requested.

• Monitors, evaluates, and presents solutions to potential issues within the department as well presenting policy and procedure improvements.

• Assists supervisor with reports including agent performance, daily production, audit documentation, etc.

• Works with supervisor/manager to develop, maintain and deploy new and refresher training for staff or vendors’ resources.

• Monitors work volume and adjusts staff assignments appropriately as directed by the supervisor.

• Assists with and completes quality reviews of work as directed including call monitoring via call recording system.

• Creates and maintains reference materials and documentation for the department team database (internal knowledge base) with policies, procedures, promotions and other pertinent reference materials.

• Interacts with 3rd party vendors to ensure they are processing work accurately, timely and to productivity expectations. Assists as needed with training, quality monitoring, reporting, customer issues, etc. and acts as liaison on behalf of the supervisor.

• Works in a cross-functional manner to assist other customer service teams.

• May be assigned to lead one or more functions such as orders, credits, call center activities, client relations, product returns, warranties, consignments, etc.

• Serves as backup to supervisor under the direction of supervisor and/or manager when they are out of office or otherwise not available and assist with certain tasks as directed.

• All other duties as assigned.

RELATED DUTIES:

• Remains current on changes in policies, procedures and products and promotions.

• Encourages sales of new or additional products.

• Identifies needs and makes recommendations regarding revisions to policy and procedures.

Education:

• Bachelor’s degree in business or related field, preferred, or minimum of 4 years of progressive experience in customer service/call center environment.

Certifications/Licensing:

• Demonstrated ability to deal effectively with customers and strong telephone etiquette skills.

• Experience in the dental industry, specifically with Dentsply Sirona products and procedures, is preferred.

• Experience in a Department Lead role is preferred.

Key Required Skills, Knowledge and Capabilities:

• Experience in resolving conflict and problem solving, sometimes in a stressful environment.

• Strong demonstrated knowledge of MS Office, including Excel and MS Word.

• Previous experience utilizing an ERP system to enter data and develop reporting.

• Ability to perform basic arithmetic computations.

• Strong oral and written communication skills are required.

• Good organizational skills.

• Capable of working independently, as well as on a team.

• Leadership ability- Must have the ability to lead employees and delegate work assignments.

• Strong interpersonal skills.

• Able to de-escalate both customer contacts and employee interactions