Dental Lab Customer Service Representative (Buena Park, CA)

Hiossen; Buena Park (CA); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Hourly pay: $23-$30

Medical, Dental & Vision Insurance

Life Insurance & AD&D

Disability Insurance

401(k) Plan with company match

Paid Time Off 15 days first year

Birthday PTO

Paid Holidays: 10

Job summary

Hiossen is seeking a detail-oriented Customer Service / Lab Support Specialist in Buena Park, CA. You will handle inquiries from dental clinics, log cases, track progress from intake to delivery, and coordinate with labs and couriers to ensure on-time restorations.

The role requires experience in a dental lab and excellent communication skills, with familiarity in dental terminology and CAD/CAM workflows. A strong focus on accuracy and timely resolutions is essential.

Qualifications

• Prior work experience at a dental laboratory is required.
• Minimum 1 year of experience in customer service or administrative support.
• Strong and courteous phone and email communication skills.
• Comfortable with basic office software including Excel and document preparation tools.
• Detail-oriented with strong scheduling and multitasking ability.
• Working knowledge of basic dental restoration terminology (crowns, bridges, implants, etc.).
• Experience working at a dental clinic is preferred.
• In-depth understanding of the dental restoration fabrication process is preferred.
• Experience with CAD/CAM-related case management systems preferred.
• Sales or customer support experience in a related industry (dental materials, medical devices, etc.) preferred.

Responsibilities

• Respond to inquiries from dental clinics via phone, email, and messaging platforms; manage all case-related communication professionally and promptly.
• Receive and review incoming work orders, log cases into the system, and track case progress from intake to delivery.
• Confirm and adjust delivery deadlines; handle remake requests and coordinate urgent or rush cases.
• Confirm shipping and receipt of impressions, models, and finished restorations; coordinate with courier and delivery services.
• Relay dentists' requests including shade selections and design revisions to lab technicians; communicate technician feedback back to clients.
• Serve as the first point of contact for complaints and remake requests; coordinate internally to resolve issues in a timely and professional manner.
• Maintain case records, organize basic invoicing information, and perform accurate data entry.
• Respond to inquiries from prospective clients and maintain strong relationships with existing accounts.

Skills

Phone and email communication

Scheduling

Multitasking

Detail-oriented

Tools

Excel

Document prep tools

CAD/CAM systems

Job description

• Respond to inquiries from dental clinics via phone, email, and messaging platforms; manage all case-related communication professionally and promptly
• Receive and review incoming work orders, log cases into the system, and track case progress from intake to delivery
• Confirm and adjust delivery deadlines; handle remake requests and coordinate urgent or rush cases
• Confirm shipping and receipt of impressions, models, and finished restorations; coordinate with courier and delivery services
• Relay dentists' requests including shade selections and design revisions to lab technicians; communicate technician feedback back to clients
• Serve as the first point of contact for complaints and remake requests; coordinate internally to resolve issues in a timely and professional manner
• Maintain case records, organize basic invoicing information, and perform accurate data entry
• Respond to inquiries from prospective clients and maintain strong relationships with existing accounts
  

Key Responsibilities

• Respond to inquiries from dental clinics via phone, email, and messaging platforms; manage all case-related communication professionally and promptly
• Receive and review incoming work orders, log cases into the system, and track case progress from intake to delivery
• Confirm and adjust delivery deadlines; handle remake requests and coordinate urgent or rush cases
• Confirm shipping and receipt of impressions, models, and finished restorations; coordinate with courier and delivery services
• Relay dentists' requests including shade selections and design revisions to lab technicians; communicate technician feedback back to clients
• Serve as the first point of contact for complaints and remake requests; coordinate internally to resolve issues in a timely and professional manner
• Maintain case records, organize basic invoicing information, and perform accurate data entry
• Respond to inquiries from prospective clients and maintain strong relationships with existing accounts
  

Qualifications

• Prior work experience at a dental laboratory required
• Minimum 1 year of experience in customer service or administrative support
• Strong and courteous phone and email communication skills
• Comfortable with basic office software including Excel and document preparation tools
• Detail-oriented with strong scheduling and multitasking ability
• Working knowledge of basic dental restoration terminology (crowns, bridges, implants, etc.)
• Experience working at a dental clinic preferred
• In-depth understanding of the dental restoration fabrication process preferred
• Experience with CAD/CAM-related case management systems preferred
• Sales or customer support experience in a related industry (dental materials, medical devices, etc.) preferred

Compensation & Benefits

• Hourly Pay: $23-$30
• Medical, Dental & Vision Insurance coverage for you and your family
• Life Insurance & AD&D: Basic Life Insurance and AD&D, 100% company-sponsored
• Disability Insurance: Short-term and long-term disability, 100% company-sponsored
• 401(k) Plan: Company match up to 5% of salary
• Paid Time Off: 15 days in the first year (6 vacation + 9 sick days), increasing to 20 days from the second year
• Birthday PTO: One paid day off on your birthday
• Paid Holidays: 10 paid holidays per year

About Company

Hiossen, established by its parent company Osstem in 2006 in Pennsylvania, USA, saw its evolution into Hiossen Implant by 2007 in NJ. Through innovative technology and a steadfast commitment to superior implant products, Hiossen has emerged as one of the leading global manufacturers of dental implants and equipment. Hiossen, Inc. and our global affiliates collectively have approximately 4,500 employees worldwide, operating in more than 40 countries and a sales distribution presence in more than 70 countries.