Customer Service Representative (36490)

Site Description

Salvin Dental / Salvin Regenerative is a well-established leader in regenerative products and specialized surgical instrumentation for implant dentistry and oral surgery. We are known for "Everything For Your Implant Practice But The Implants" as we are a market niche company with a product line geared to elective procedures.

Role Overview

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax in order to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.

Qualifications

Responsibilities

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Support customers through providing solutions including
• Accurate order processing and pricing functions in the ERP system
• Changes to accounts
• Order inquiries such as tracking information and product ETAs
• Product advice/knowledge
• Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
• Communication of product availability information
• Provide outbound communication as necessary to resolve or follow-up on issues.
• Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
• Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
• Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
• Responsible for achieving all goals and metrics as assigned.
• Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
• Participation in special projects as assigned.
• Run reports as needed.
• Assists/backs-up peers.
  
  

Qualifications

Training and Experience

• Two years' customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
• Experience with an order management system, including a CRM is preferred.
• Or an equivalent combination of training and experience.
  
  

Knowledge, Abilities And Skills

• Have the ability to learn products, processes, services and customers.
• Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
• Communicate effectively and professionally, both verbally and in writing.
• Ability to answer incoming phone calls for the majority of each day.
• Ability and desire to multi-task and quickly reset priorities as dictated by workflow. Excellent organization skills.
• Ability to continuously be accurate and precise throughout an entire workday.
• Excellent interpersonal skills. Maintenance of a positive and enthusiastic attitude throughout each workday.
• Ability to quickly and thoroughly respond to customer inquiries.
  
  

Physical Requirements

• The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.
  
  

Working Conditions

• Office environment with occasional exposure to manufacturing plant environment, which has some abnormal variations in temperature, unavoidable fumes, noise, dust and atmospheric conditions.
• The noise level in the work environment is usually moderate.
  
  

Minimal travel will be required (0 - 5% of total work time)

Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.