Customer Advocate and Technical Product Expert

BioHorizons; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Advocate and Technical Product Expert to be the go-to person for order processing and customer support. This role involves assisting customers with technical inquiries, ensuring orders are processed accurately, and maintaining strong relationships with the sales team. Ideal candidates will have a background in customer care, strong communication skills, and a passion for delivering quality service. Join a dynamic team where your contributions will directly impact customer satisfaction and operational efficiency.

Qualifications

• 2+ years of customer care experience required.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Process orders through multiple channels, ensuring accuracy.
• Provide technical support and troubleshoot product issues.

Skills

Customer service skills

Technical product knowledge

Communication skills

Problem-solving skills

Computer proficiency

Education

High School diploma

Bachelor's degree

Job description

The Customer Advocate and Technical Product Expert will serve as the focal point for order taking and processing, ensuring internal and external customers receive prompt, courteous, and quality service. The Customer Advocate and Technical Product Expert should have and maintain a working knowledge and technical expertise of our product line, as well as any new changes or revisions. Correct and timely execution of responsibilities is required.

Essentials Duties and Responsibilities:

1. Function as the primary order processor and intake person via multiple channels, including phone, email, BioHorizons online store, VSR orders from the sales team, EDI, and fax. This requires comprehensive knowledge of all products, understanding how they work, and effective communication to assist customers in ordering the correct items based on available options to meet clinicians' and patients' needs.
2. Assist and advise customers requiring technical assistance and provide troubleshooting support for BioHorizons manufactured products (BioHorizons and IntraLock) and distributed products (BioHorizons-Camlog), requiring extensive product knowledge and technical skills.
3. Handle customer complaints related to products and services, focusing on customer service recovery.
4. Coordinate with operations to facilitate timely shipment of products.
5. Communicate with accounting to maintain accurate customer records and ensure orders are processed according to finance guidelines.
6. Develop and maintain strong working relationships with the field sales team to promote effective communication.
7. Provide primary and backup support to the domestic sales team to ensure requests are handled promptly and accurately.
8. Assist with product returns and authorize returns based on company policy.
9. Help customers with new account setup by gathering required information following company procedures.
10. Maintain customer files and improve order processing and customer activity systems.
11. Accept and manage new projects as delegated.

Qualifications:

• At least 2 years of customer care or related experience.
• Proficient computer skills are required.
• Excellent telephone manner and interpersonal skills, with effective communication abilities.
• Previous experience as a dental hygienist or dental assistant is preferred.
• Require vaccination against Hepatitis B or a signed declination form.

Education:

• High School diploma is required.
• Bachelor's degree is preferred.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate based on race, color, religion, creed, national origin, ancestry, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other protected class.

Employment is contingent upon successful completion of a pre-employment background check, including a drug screen.