Customer Service Specialist-Dealer Support - Charlotte, NC

Dentsply Sirona Inc.; Charlotte (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Dentsply Sirona is seeking an experienced Customer Service Specialist – Dealer Support to join our team in Charlotte. You will provide end-to-end support to dealer and distributor partners, handling orders, inquiries, and account-related requests with accuracy and timeliness.

In this role you will collaborate with Sales, Supply Chain, Finance, Logistics and other internal teams to resolve issues, maintain documentation, and drive improvements in first-contact resolution and customer experience.

Qualifications

• High school diploma or GED; Bachelor’s degree preferred.
• Minimum 3 years of experience in customer service call center support.
• Experience with SAP-S4 and Salesforce preferred.

Responsibilities

• Provide end-to-end support for dealer and distributor inquiries, including order placement, status, pricing, shipping, returns, and account requests.
• Manage complex customer situations requiring additional research or coordination.
• Collaborate with Sales, Supply Chain, Finance, Logistics to resolve dealer issues.
• Escalate business-critical issues while maintaining ownership and communication through resolution.
• Document customer interactions and transactions in applicable systems.

Skills

Customer service

Call center

Cross-functional team

Problem solving

Education

High school diploma

Bachelor’s degree

Tools

SAP-S4

Salesforce

Job description

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands.

Dentsply Sirona’s products provide innovative, high-quality, and effective solutions to advance patient care and deliver better and safer dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.

We are looking for an experienced and talented Customer Service Specialist – Dealer Support to join our team. The Customer Service Specialist – Dealer Support provides dedicated support to dealer and distributor partners, ensuring accurate and timely handling of orders, inquiries, account-related requests, and issue resolution. This role serves as a knowledgeable point of contact for complex dealer needs and works closely with internal teams to deliver consistent and positive customer experience.

Responsibilities for Employment

• Provide end-to-end support for dealer and distributor inquiries, including order placement, order status, availability, pricing, shipping, returns, credits, and account-related requests.
• Manage more complex customer situations requiring additional research, coordination, or follow-through.
• Review order information for accuracy and proactively identify potential issues or delays.
• Partner with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve dealer issues efficiently.
• Take ownership of customer inquiries through resolution, minimizing unnecessary transfers and improving the overall customer experience.
• Serve as a knowledgeable resource on Customer Service processes, policies, systems, and dealer-specific requirements.
• Provide guidance and support to other Customer Service team members on dealer-related processes and complex transactions.
• Identify recurring issues, process gaps, and opportunities to improve service, efficiency, and first-contact resolution.
• Maintain accurate documentation of customer interactions, transactions, issues, and resolutions in applicable systems.
• Support process improvements, system changes, training initiatives, and other Customer Service transformation activities.
• Escalate business-critical customer or order issues appropriately while maintaining ownership and communication through resolution.
• Additional responsibilities as assigned

Qualifications

Education: High school diploma or GED or equivalent combination of education and experience. Bachelor’s degree preferred.

Years and Type of Experience:

• A minimum of 3 years of experience in Customer Service call center support preferred.
• Cross Functional team/Project Management experience.
• Experience in resolving conflicts
• SAP-S4 experience preferred
• Salesforce experience preferred

Key Skills, Knowledge & Capabilities:

• Customer focused and ownership.
• Must have proven strong interpersonal communication skills, both on and off the phone to be able to interface with internal and external customers.
• Strong analytical/problem solving skills.
• Strong organizational and multi-tasking skills.
• Effective decision making and negotiation skills.
• Strategic planning and excellent attention to detail.
• Advanced knowledge of order-to-cash and Customer Service processes.
• Strong customer orientation skills and relationship building.
• Bring an outstanding attitude toward customer service, with the ability and determination to navigate complex operations, advocate for the customer, and transform difficult or negative experiences into positive, memorable customer experiences.
• Ability to handle multiple tasks simultaneously.
• Ability to meet the challenge of a fast-paced and demanding environment.
• Organizational skills.
• Ability to use headset for phone.
• Must be self-motivated and able to work independently, exercising sound judgement and in a team environment.
• Commitment to be at work on a timely and consistent basis.

Required Computer Skills:

• Intermediate Microsoft Office Skills: Word, Excel, and PowerPoint
• Contact Management Systems
• Order Processing Systems.
• Internet and Email applications.

Required Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate and apply figures and amounts such as discounts, interest, commissions, and percentages.
• Strong business acumen.

Required Communication Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Strong interpersonal communication skills.
• Ability to write routine reports and correspondence.
• Ability to respond effectively to common inquiries or complaints from customers.
• Ability to respond effectively to the most sensitive inquiries or complaints.

Required Reasoning Ability Skills:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Actively articulates and promotes Dentsply Sirona’s vision, mission and values.
• Advocates on behalf of the customer.
• Promotes high performance, innovation and continual improvement.
• Consistently meets Company standards, ethics and compliance requirements.
• Clear and effective communication with stake holders, which span across multiple levels, socio-geographic areas and functional expertise.

Physical Requirements

While performing the duties of this job, the employee is frequently required to sit, speak, listen and type, while infrequently standing, walking, bending, stooping, kneeling or crouching. May need to lift up to 10 pounds.

Travel is infrequent – less than 5%

Work primarily performed in an office environment. The noise level is usually quiet in a controlled temperature environment.

Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility: All successful applicants must be eligible to work in the country the position is based.

For California Residents: We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes). The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity). For additional details and questions, contact us at [e-mail] .