Customer Advocate and Technical Product Expert

BioHorizons; Birmingham (AL); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

2 comprehensive medical plan options

Flexible Spending Account or HSA

Vision Benefits

Company paid Dental Insurance

Wellness Plan

401k with 5% matching

Generous PTO with holidays and time to

Company paid Short Term Disability

Long Term Disability

Company provided Life Insurance

Paid Parental Leave

Casual Dress Code

Social events for employees and family

Job summary

BioHorizons in Birmingham, AL seeks a Customer Advocate and Technical Product Expert to be the focal point for order taking and processing, ensuring prompt, courteous, and quality service to internal and external customers. The role requires deep product knowledge, strong problem solving, and clear communication with sales, operations, and finance to ensure accurate orders and timely shipments.

You will assist with returns, gather customer details, and maintain accurate records to support

Qualifications

• 2+ years of Customer Care or related experience.
• Proficient computer skills required.
• Excellent telephone manner and communication skills.
• Dental hygienist or dental assistant experience preferred.
• Hepatitis B vaccination or declination required.

Responsibilities

• Handle customer orders via multiple channels including phone, email, online store, and EDI.
• Develop knowledge of all products and how they work.
• Communicate with clinicians and staff to determine appropriate components.
• Provide technical troubleshooting for BioHorizons products.
• Handle customer complaints with focus on service recovery.
• Coordinate with operations for timely shipments.
• Maintain clear communications across departments and accurate order records.
• Collaborate with sales team for timely field requests.
• Support returns processing and issue returns authorization per policy.
• Gather customer information to create new accounts and maintain files.
• Improve systems for processing orders and customer activities.

Skills

Customer care

Computer skills

Telephone communication

Interpersonal skills

Education

High School diploma

Bachelor's degree preferred

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/revisions to our product line. Correct and timely execution of responsibilities is required.

Essentials Duties And Responsibilities

• Responsible for and executing customer orders submitted via multiple channels including phone, e-mail, BioHorizons online store, VSR orders from sales team, EDI and fax.
• Responsible for developing a comprehensive knowledge and understanding of all products and how they work.
• Must be able to communicate with all customers, including clinicians and their office staff and determine, based on your knowledge of our product lines exact components necessary for case completion and patient needs.
• Assist and advise customers requiring technical assistance and provides troubleshooting support on BioHorizons manufactured product lines
• Responsible for ensuring the proper handling of customer complaints as they relate to product and service-related complaints with strong focus on customer service recovery.
• Responsible for smooth interactions with operations to ensure timely product shipments
• Accountable for clear and concise communications across all departments with a strong focus on maintaining accurate customer accounting records and ensuring orders are processed according to Finance guidelines.
• Responsible for developing a strong working relationship with all members of sales team and to maintain timely and consistent communication
• Accountable for providing top-shelf service and support to our sales team through a team-centered approach. This means having a professional and open working relationship with those with whom you are teamed to ensure all requests received from the field are handled in a timely, accurate and professional manner.
• Responsible for facilitating customer returns received directly from customer or received from sales team members. This includes but is not limited to providing authorization for said returns pursuant to the BioHorizons return policy.
• Responsible for gathering all necessary customer information needed to create a new account pursuant to company procedures.
• Accountable for customer file maintenance.
• Responsible for maintaining and improving systems for processing orders as well as other customer activities

Qualifications

• 2+ years of Customer Care or related experience
• Proficient computer skills requireed
• Excellent telephone manner and skills, effective interpersonal and communication skills required.
• Previous experience as a dental hygienist or dental assistant preferred
• Requires vaccination against Hepatitis B or signed declination form

Education

• High School diploma required
• Bachelor’s degree preferred

Benefits

• 2 comprehensive medical plan options to choose from available the first of each month following your date of hire
• Flexible Spending Account or HSA Account available
• Vision Benefits
• Company paid Dental Insurance for employee and dependents
• Wellness Plan
• 401k with 5% matching
• Generous PTO plan including 11 paid holidays, 2 Floating Holidays and Community Service Hours
• Company paid Short Term Disability
• Long Term Disability
• Company provided Life Insurance
• Paid Parental Leave
• Casual Dress Code
• Social events for employees and family

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Please note that any offer of employment made by BioHorizons is contingent upon the successful completion of a pre-employment background investigation to include a pre-employment drug screen.