Customer Advocate and Technical Product Expert

BioHorizons; Hoover (AL); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Medical plan options

FSA/HSA

Vision benefits

Dental insurance for employee and/deps

Wellness Plan

401k with matching

Generous PTO with holidays

Short & Long Disability

Life Insurance

Parental Leave

Casual Dress Code

Social events

Job summary

BioHorizons is seeking a Customer Advocate and Technical Product Expert to serve as the central point for order taking and processing. You will develop in-depth knowledge of our product lines and stay updated on any changes to provide precise components for patient cases.

The role emphasizes superb customer service, troubleshooting, and collaboration with sales and operations to ensure accurate orders and on-time shipments.

Qualifications

• 2+ years of Customer Care or related experience.
• Proficient computer skills required.
• Excellent telephone manner and communication skills required.
• Previous experience as a dental hygienist or dental assistant preferred.

Responsibilities

• Take and process customer orders via phone, email, BioHorizons store, and other channels.
• Develop knowledge of all BioHorizons products and how they work.
• Communicate with clinicians and staff to determine needed components for cases.
• Provide technical assistance and troubleshooting for BioHorizons products.
• Handle customer complaints with a focus on service recovery.
• Coordinate with operations to ensure timely product shipments.
• Maintain accurate customer accounting records and order processing per Finance guidelines.
• Maintain timely communication with sales team and internal stakeholders.
• Deliver top-shelf service to the sales team with a professional, collaborative approach.
• Facilitate returns per BioHorizons policy.
• Gather customer information to create new accounts.
• Maintain customer files.
• Improve systems for processing orders and other customer activities.

Skills

Customer Care experience

Computer skills

Telephone communication

Dental background preferred

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.