Customer Service Representative - Salvin Dental

Young Innovations; Charlotte (NC); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Paid holidays

Paid time off

Short/Long-term disability insurance

Employee assistance program

Parental leave

Job summary

Young Innovations in Charlotte, NC is seeking a Customer Service Representative to deliver quality service to our customers by phone, email, and fax. You will respond to inquiries, place orders, solve problems, set up repairs/returns, and communicate product information.

In this role you will work with a collaborative team, maintain accurate records in ERP/CRM, and strive to meet performance metrics while providing product knowledge and timely solutions.

Responsibilities

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Process accurate orders and changes in the ERP system and CRM.
• Coordinate product return/repair and log product/service complaints in a timely, professional manner.
• Accurately create and maintain customer records in ERP and CRM systems.
• Responsible for achieving all goals and metrics as assigned.

Job description

Company Summary

At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health

At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health

We embrace diverse perspectives and encourage bold thinking, challenging traditional approaches with a bias for action. Whether you’re looking to expand your skills or grow your career, Young is here to support your goals and continuous learning. At Young, YOU are at the core of what we do.

Position Overview

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.

You’ll Like This Role If

• You’ll like this role if you enjoy staying busy, solving problems, and making someone’s day easier.
• You’re someone who can juggle calls, emails, and tasks while keeping a positive attitude and strong attention to detail.
• If you like learning products, working with a team, and seeing your work directly impact customers, this is a great fit.

Why You’ll Love Working Here

• Medium sized company – not too big, not too small – just enough to get things done and see your impact.
• Did we say benefits? Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!
• Your work matters – you’ll play a key role in supporting customers and keeping operations running smoothly.

Who You’ll Work With

• You’ll report to the Customer Service Manager and work closely with a collaborative team of Customer Service Representatives, as well as cross-functional partners in Operations, Sales, and other internal teams.

What You’ll Do

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Support customers through providing solutions including
• Accurate order processing and pricing functions in the ERP system
• Changes to accounts
• Order inquiries such as tracking information and product ETAs
• Product advice/knowledge
• Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
• Communication of product availability information
• Provide outbound communication as necessary to resolve or follow-up on issues.
• Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
• Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
• Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
• Responsible for achieving all goals and metrics as assigned.
• Related Duties
• Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
• Participation in special projects as assigned.
• Run reports as needed.
• Assists/backs-up peers.