Customer Service Representative

Job Description

Provide support on Mahwah Dental and Nobel Procera products and services, as well as corresponding techniques/processes to external customers and internal operating departments. Provide customer service via phone, email, written communication, and in person during regular business hours as determined by supervisor/manager and/or Nobel Biocare.

• Speak directly with Dental Professionals about products and services offered.
• Ensures that appropriate customer information is current and accurate.
• Asking follow up questions to customers to ensure accuracy.
• Document product complaints in accordance with company guidelines for FDA Regulations.
• Work with the sales team and customers to analyze problems and provide thoughtful, workable solutions to each issues.
• Maintain an optimal level of technical product knowledge, service offerings, database information, etc. in order to provide accurate and professional answers in a variety of situations to a variety of customers.
• Work with members of a various production process departments to provide customers and field personnel with accurate product and service, in order to optimize customer experience.
• Work closely with Production Department to ensure timely delivery of all orders, as well as checking order status, etc.
• Maintain call volume and call quality as indicated by specific department metrics.
• Perform other duties as assigned.
  
  

Job Requirements

Critical Knowledge and Qualifications:

• Knowledge of Microsoft Office (Excel is primary focus), SAP, Microsoft Dynamics (CRM) and other data entry applications preferred.
• Typing speed of 30 wpm.
• Dental Knowledge Required.
• Dental Prosthetic and Dental Implant product knowledge a plus.
• Knowledge of exocad, 3shape or DTX a plus.
• Knowledge of full arch and photogrammetry a plus.
• Knowledge of SprintRay 3D Printing a plus.
  
  

Critical Skills/technical Know-how

• Ability to perform basic business math skills as it relates to business calculations.
• Must be an active listener with an ability to effectively articulate both verbally and written to customers, doctors and management.
• Must be flexible, organized and be extremely detail oriented.
• Ability to effectively multi-task in a fast-paced corporate environment.
• Must possess a professional demeanor and an overall positive attitude.
• Have an innate customer service mentality and understand that our customers come first.
• Ability to work under pressure and maintain composure with little supervision.
• It is critical that this role functions well in a team environment and is willing and able to fill in for others in the department.
  
  

Critical Experience

• Dental technology, chair-side surgical, dental technician, laboratory technician, clinical or patient coordinator and/or restorative practice experience required.
• 2 years experience in customer service in a manufacturing environment preferred.
• 2 years of college or equivalent experience preferred.
  
  

IND123

Target Market Salary Range

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$25.50 - $30.50 per hour

Operating Company

Nobel Biocare

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.