(Sr.) Customer Service Specialist

工作内容

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

【Key Responsibilities】

The (Sr.) Customer Service Specialist is responsible for processing orders via phone or by way of written requests (e.g. mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner.

• Receives, researches and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.

• Processes customer orders requests including dealer orders , end user promotions, product complaint, goods return and exchange requests.

• Guides complaint resolution to ensure that proper and satisfactory closing is obtained from dealers, dentists, etc. If applicable enter complaints into appropriate complaint handling system.

• May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.

• Evaluates information to determine if feedback constitutes a complaint.

• Processes literature and lead requests as received from customers or field force representatives.

• Researches customer inquiries and assures satisfactory completion.

• Processes promotional orders, dental convention orders, loaner requests, customer credit requests, and fulfills free-goods requests.

• Tracks customer orders and repairs as requested.

• Tracks orders and acknowledges customer purchase orders.

• Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person.

• Maintains daily interaction between Shipping, Accounting, Planning, Product Service, and Customer Service departments.

• Closely coordinate with territory sales managers to meet customer’s requirements and support monthly & quarterly sales target accomplishment.

• Follow up GDP SOP of Customer Service functions to apply for GDP regulations certification covering order management.

1. 協助業務處理客戶訂單

2. 確實掌握公司訂貨相關流程並及時提供相關資料彙整

3. 客訴流程處理與問題排除解決

4. 一般文書處理/文件歸檔/分析報告

5. 提供良好客戶服務，協助解決問題

【Experience & Qualifications】

• At least 3 years related experience in Sales or Customer Services

• Demonstrated ability to deal effectively with customers and strong telephone etiquette skills

• Experience in/or appreciation for the dental industry is preferred

【Skills & Competencies】

• Experience in resolving conflict and problem solving, sometimes in a stressful environment

• Knowledge of MS Office, including Excel and MS Word

• Knowledge of AX or other similar data entry software

• Ability to perform basic arithmetic computations

• Strong oral and written communication skills are required

• Good organizational, interpersonal and communication skills

• Capable of working independently

• Detail-oriented with calmness to process multiple tasks when needed

• Can handle assignment under pressure

• Goal-driven and team player

If this sounds like you and you have what it takes - APPLY NOW!