Customer Service Representative

We are excited that you are applying to one of our positions. Please note that if you meet the qualifications of our positions, our Planmeca HR team will contact you regarding next steps for interviews that can include; a phone interview, face to face team interview and an in-person interview. We recently have had a fraudulent site contacting candidates appearing to be Planmeca U.S.A. Inc. Please know that all offers are made directly from our HR dept and followed up with an email by an HR individual using the following address @planmecausa.com

POSITION TITLE: Customer Service Representative

LOCATION: Charlotte, NC

Who We Are:
Planmeca is one of the largest privately-held dental equipment companies in the industry. Our technology-driven product line includes digital, dental imaging (x-ray) equipment, dental CAD/CAM systems, dental units, and cabinetry. We provide imaging and software solutions for all dental specialties and partner with dental schools, government, universities, and dental service organizations. In the U.S., our products are available through authorized dealers and distribution partnerships.

What We Offer:
We offer a professional work environment, training, growth, and advancement. Competitive compensation and a benefits package including a medical, dental, and vision plan, voluntary benefits including life, short-term and long-term disability, 401(k) savings plan with company match, holiday pay.

Benefits:

• Flexible Spending Accounts (Medical and Dependent Care)
• Health Savings Account
• Voluntary Life, Accidental, and Critical Illness for Employee, Employee Spouse, and Child(ren)
• Voluntary Pets Insurance and Discounts
• 401k Matching Contributions
• Vacation time eligible annually between 10-20 days depending on tenure with company (prorated at date of hire)
• Sick time eligible annually
• Holiday Pay
• Volunteer Program for time off
• Medical - PPO plans available - Employee, Employee Spouse, Employee Child(ren), and Employee Family plans
• Dental - Employee, Employee Spouse, Employee Child(ren), and Employee Family plans
• Vision - Employee, Employee Spouse, Employee Child(ren), and Employee Family plans
• Company paid Short Term Disability, Long Term Disability, and Basic Life/AD&D up to 1.5 times base salary

Come Join our Planmeca USA Team!
You are the ideal candidate who has attention to detail, customer service skills, strong phone presence, excellent interpersonal and communication skills. You will act as a single point of contact for most customer interaction and is responsible for providing support for dealers and Planmeca representative and consumers.

ESSENTIAL DUTIES:

• Maintains Omni-channel communication (fax, email, voice, instant messaging, and chatter) about general inquiries with dealers, Planmeca representatives and consumers. Common topics include: pricing, product availability, product information, order status, tracking information, warranties, invoices and credits.
• Manages Orders
  • Processes orders from dealers, Planmeca sales, and technical representatives and government facilities over all forms of communication
  • Maintains digital registration for licensing
  • Maintains CRM
• Account and Document Maintenance
  • Maintains CRM: Enter leads, convert leads to opportunities, update account information, input license codes and product codes, link assets and review promotions
  • Matches paperwork with corresponding purchase orders and submit to Invoicing
  • Fulfills backorder
  • Generates reports upon request
• Government Duties
  • Creates training scheduling
  • Makes hotel reservations for groups
  • Generates certificates
  • Generates shipping labels
  • Handles Government returns, and quotes for parts and new sales orders
• Meets company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
• Adheres to company policies, procedures and directives regarding standards of workplace behavior in completing job duties and assignments
• Performs other duties as assigned

MINIMUM QUALIFICATIONS:
Training and Experience

• Two years of experience in the customer service area, using a personal computer, with a moderate to heavy amount of inbound/outbound phone activity; or an equivalent combination of training and experience.
• Knowledge of company products, services and customers. Working knowledge of computers. Strong phone presence.
• Ability to communicate effectively, both verbally and in writing. Ability to answer incoming phone calls for the majority of each day.
• Excellent interpersonal and communication skills

WORKING CONDITIONS:
The work environment of the position is in a professional office and warehouse environment.

www.planmecausa.com

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