What are the responsibilities and job description for the Manager, Customer Service position at NDX?
Join National Dentex - a leading healthcare organization specializing in the dental industry! We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have 50 labs throughout the country. We are seeking to fill a number of key positions within our organization including this opportunity at NDX Dynamic Dental Solutions Dental Laboratory in Jacksonville, FL for a Full Time Customer Service Manager.
The regular hours for this position are from 8 : 00 AM to 5 : 00 PM, Monday through Friday, and subject to change from time to time.
This is a full-time position featuring employee benefits including : health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!
Primary Responsibilities and Essential Functions of the Position :
- Responsible for providing superior customer service and support including :
- New accounts and new to business unit in-person, or phone-call follow up.
- Client at risk review with sales and operational leadership and phone-call follow up.
- Lost Accounts review with sales and operational leadership and phone-call follow up.
- Review customer calls, objectives and results with sales and operational leadership team on a scheduled basis.
- New accounts
- New to Business Unit
- Top accounts
- Client-at-Risk accounts
- Lost accounts
- Completely solve issues and problems requiring investigation and research in a timely manner that relate to remakes, services failures and relationship maintenance. Report progress and concerns in a timely manner and communicate to appropriate individuals.
- Obtain pertinent product and service information from customers and prospects, and convey to Sales, Department Managers, and General Manager and other internal operational departments as needed.
- Follow up on all customer complaints to ensure the issues identified are resolved to the customer's satisfaction and use as an opportunity to coach team members.
- Evaluate incoming rework cases, communicate solutions with customers as well as internal technical teams, and make changes to Dr. preferences with department managers (as documented through Magic Touch) as required.
- Provide chair side clinical support to customers as required.
- Work with the management team and sales to keep attrition / churn at or below 4%.
- Evaluate and suggest new and innovative ways to support the customers internally and externally.
- Make recommendations for and / or facilitate training for customers, managers, team members, and customer service teams as required.
- Represent NDX Laboratories at various trade shows, dental conferences and study groups.
- Coordinate annual Certified Dental Lab (CDL) filing, and work with General Manager on lab maintenance of certification.
- Maintenance of Certified Dental Technician (CDT) designation in compliance with NDX CDT program policy.
- LAMA Coach to facilitate effective lab wide customer service.
- Provide back-up removable technician and final QC of removable and fixed cases as needed.
- Provide back-up technical communications support for customers, managers, and team members that ensures adherence to company standards and procedures as well as customer preferences and expectations.
- Accurately create and input customer invoices after verification of shipped equipment and installation or service performed.
- Process, create and input customer equipment returns, credit memos and repair charge invoices.
- Speak with customers concerning questions related to invoices and charges.
- All other duties as assigned.
Skills and Abilities Required :
Minimum Education and Experience Required :
Hazardous Materials or Equipment Used :
Physical Requirements :
