Customer Advocate and Technical Product Expert

BioHorizons; Hoover (AL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Advocate and Technical Product Expert to ensure exceptional service for internal and external customers. This role involves processing orders through various channels, providing technical assistance, and maintaining strong relationships with the sales team. The ideal candidate will have a solid background in customer care, technical product knowledge, and excellent communication skills. Join a dynamic team dedicated to delivering quality service and support to clinicians and patients alike. If you thrive in a fast-paced environment and have a passion for customer service, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in Customer Care or related fields.
• Proficient in computer skills with excellent communication abilities.

Responsibilities

• Serve as the primary order processor via multiple channels.
• Assist customers with technical support for product lines.
• Handle customer complaints and improve order processing systems.

Skills

Customer Care Experience

Technical Product Knowledge

Communication Skills

Computer Skills

Interpersonal Skills

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, including any new changes or revisions. Accurate 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, e-mail, BioHorizons online store, VSR orders from the sales team, EDI, and fax. This requires comprehensive product knowledge 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, providing troubleshooting support on BioHorizons and IntraLock product lines, as well as products distributed by BioHorizons-Camlog, necessitating extensive product, service, and technical knowledge.
3. Handle customer complaints related to products and services, focusing on effective customer service recovery.
4. Coordinate with operations to facilitate timely shipment of products.
5. Communicate with accounting to maintain accurate customer records and ensure order processing aligns with financial guidelines.
6. Develop and maintain strong 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. Support customers and sales team with new account setup, gathering required details as per procedures.
10. Maintain customer files and improve order processing systems and customer activity tracking.
11. Accept new projects as delegated.

Qualifications:

1. Minimum of 2 years of experience in Customer Care or related fields.
2. Proficient computer skills are required.
3. Excellent telephone manners, interpersonal, and communication skills are essential.
4. Previous experience as a dental hygienist or dental assistant is preferred.

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, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or other protected statuses.

Employment is contingent upon successful completion of a pre-employment background check and drug screening.