Customer Service Representative

Coltene; Cuyahoga Falls (OH); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Generous PTO

Holiday Pay

Medical Insurance

Dental Insurance

Vision Insurance

HSA

Life Insurance

Disability Insurance

401(k)

Tuition Reimbursement

Job summary

Coltène is a global leader in dental consumables and equipment, seeking a Customer Service Representative to provide a high level of service to internal and external customers and meet efficiency goals.

You will handle order entry, product information, and customer inquiries, with opportunities to cross-sell and collaborate across departments to ensure timely processing. Hybrid work arrangement may apply after onboarding, with emphasis on accuracy and client satisfaction.

Qualifications

• Experience in customer service, order entry or sales is a plus.
• PC proficiency and experience with SAP, Odoo, Shopify, Microsoft Word and Excel is a plus.
• Willingness and ability to adhere to organizational policies and procedures.

Responsibilities

• Handle high-volume customer calls regarding product information, complaints, returns, repairs, order entry and purchase history.
• Cross-sell products and build rapport with customers in a courteous, friendly, and professional manner.
• Coordinate with multiple departments to ensure high quality and timely processing of customer requests.

Skills

Customer interaction

Multi-tasking

Relationship management

Communication

Education

High school diploma or equivalent

Tools

SAP

Odoo

Shopify

Microsoft Word

Excel

Job description

About the Organization Coltène is a global leader in the development, manufacture and sale of consumables and small-size equipment for dental treatment applications. The Dental Group offers a wide range of products, encompassing six segments - solutions for almost all dental treatments.

Highly-qualified and enthusiastic employees are the basis of our success. In order to support and encourage this foundation, we foster a positive and motivating work atmosphere, which facilitates professional and personal development. Coltene offers a competitive compensation and excellent benefits package, which includes Medical, Dental, Vision, Prescription Drug, Life & Disability Insurance, Generous PTO and Tuition Reimbursement programs as well as access to world class manufacturing and lab facilities. Come Join Our Team!

Customer Service Representative

will be involved with and responsible for providing a high level of quality service to our customers, both internally and externally, as well as meeting internal efficiency goals and ensuring compliance with all company policies and procedures. Order Entry efficiency, multi-tasking and relationship management is expected at a high level.

Duties and Responsibilities

• Position entails a high amount of customer interaction over the phone. The majority of calls are in regard to product information, complaints, returns, repairs, order entry and product purchase history.
• Cross selling of products to customers.
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner
• Listen attentively to customer needs and concerns; demonstrate empathy. Ability to remain calm and collected during escalated situations
• Communicate effectively with individuals/teams across various departments in the company to ensure high quality and timely expedition of customer requests
• Ability to handle confidential information appropriately and communicate in a professional and courteous manner at all times
• Ability to obtain and enter initial complaint information in Odoo and SAP and be able to multitask with strong analytical and problem solving skills
• Ability to work independently and take initiative to help team members during downtime
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Work with shipping on special instructions regarding orders entered into system.
• Ability to make out bound calls to customers.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

• High school diploma or equivalent
• Experience in Customer Service, Order Entry, or Sales is a plus
• PC proficiency and experience with SAP, Odoo, Shopify, Microsoft Word and Excel is a plus
• Willingness and ability to adhere to all organizational policies and procedures

Working Conditions

While performing the duties of this job, the employee works in an office environment. The noise level in the work environment is quiet to moderate. This is a full-time non-exempt position requiring at least 40 hours per week, with hours of work and days scheduled by the Customer Service/Order Entry Supervisor. Special circumstances such as off shift and weekend work might occur on rare occasions. This position requires no travel. Hybrid schedule is availble after 90 days of employment - 3 days onsite and 2 days remote.

Physical Requirements

While performing the duties of this job, the employee is primarily sitting at a desk for prolonged periods of time. Standing, walking or bending will occur from time to time. Prolonged periods of concentration and focus are required along with excellent interpersonal skills and the ability to deal with stress of time constraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear. This position requires regular and consistent attendance at the facility. There may be times when you are needed to help in shipping department.

Benefits

• Generous Paid Time Off
• Holiday Pay
• Medical/Prescription Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Company-Paid Life and AD+D Insurance
• Company-Paid Long-term and Short-term Disability
• Voluntary Life Insurance
• Voluntary Critical Illness, Hospital and Accidental Injury Insurance
• 401(k)
• Tuition Reimbursement Program

Willingness and ability to adhere to all organizational policies and procedures

EOE Statement

It is the policy of Coltene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Coltene will provide reasonable accommodations for qualified individuals with disabilities

This position is currently accepting applications.