Customer Service Representative

Description

Site Overview: 

Young Innovations is a manufacturer and marketer of high-quality dental equipment with sales in excess of $100 million. With an outstanding reputation for quality, the company has a broad portfolio of market leading products across a variety of categories.

Role Overview: 

The Customer Service Representative provides quality service by communicating with customers via phone, email, chat, and fax to handle inquiries, orders, issues, repairs/returns, and product information, while identifying and pursuing revenue opportunities.  This position reports to the Customer Service & District Sales Manager.

Qualifications

Responsibilities:

• Deliver exceptional customer service by responding to all inbound inquiries.
• Provide solutions, including order processing, account updates, tracking, product advice, returns/repairs, and web onboarding.
• Communicate outbound to resolve or follow up on issues.
• Drive revenue through cross-selling, up-selling, lead generation, and profiling.
• Use ERP and CRM systems to manage customer data and interactions.
• Maintain accurate customer records in ERP/CRM (orders, preferences, billing, etc.).
• Meet all assigned goals and metrics.
• Perform customer service admin tasks (web, fax, mail, report creation/analysis).
• Support special projects as assigned.
• Generate reports as needed.
• Provide assistance and backup to 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.  Some sales experience preferred
• Experience with an order management system, including a CRM is preferred.
• Or an equivalent combination of training and experience.

Knowledge, Abilities and Skills

• Quick to learn products, processes, services, and customer needs.
• Proficient in MS Office (Excel, Word, Outlook).
• Strong verbal and written communication skills.
• Able to multi-task, prioritize, and stay organized.
• Detail-oriented with consistent accuracy.
• Positive, enthusiastic, and professional interpersonal skills.
• Responsive to customer inquiries.
• Willing to learn and apply fundamental sales skills.
   

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

• Remote work environment.
• Minimal travel will be required (0 - 5% of total work time)

Pay Range: $X - $X.

The pay range reflects the minimum and maximum target for the position at the time of posting. Within the range, the compensation will be determined based on education/training, skill set, experience, and other organizational needs.

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