Dental Lab Customer Service & Shipping Specialist

Apex Dental Laboratory, Inc.; Madison (WI); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Health insurance

Wellness program

STD & Life Insurance

Job summary

Apex Dental Laboratory, Inc. in Madison, WI is seeking a Customer Service with Shipping & Receiving to join our team.

This full-time role handles customer inquiries by phone and email, coordinates shipments, and interfaces with laboratory leadership and other departments to ensure service excellence. Responsibilities include building customer relationships, educating clients on products, managing inquiries and complaints, and overseeing case shipping procedures in a fast-paced dental lab

Qualifications

• Excellent phone etiquette, communication and interpersonal skills with the ability to resolve conflicts with customers
• Must be a self-starter with good initiative, reliable attendance and assertiveness
• Must be well organized and possess good reasoning ability and be able to make decisions independently
• Must possess good time management skills with the ability to multitask and prioritize tasks with limited supervision

Responsibilities

• Initiate and document contact with existing customers to strengthen relationships between customers and the laboratory
• Initiate and document contact with potential customers to introduce the value and benefit of products and services, attempting to manage and overcome prospect objections or direct to upper management
• Initiate and document contact with existing customers to expand services to customers
• Educate customers regarding products and services
• Respond to and document customer complaints and take necessary action to convert negative customer experiences into positive outcomes
• Resolve customer complaints and problems whenever possible and elevate problems to appropriate laboratory personnel if necessary
• Answer inbound customer inquiries while assessing customer needs and offer appropriate products, services and promotions based on those needs
• Track, record and review frequency and types of service or quality problems and communicate results to laboratory management
• Maintain and update customer database with relevant customer information
• Administer and communicate promotional activities initiated by Marketing
• Receive and promptly greet doctors, patients, and vendors in a professional and friendly manner at office entrance
• All other duties as assigned
• Receives case, opens case and disinfects case for production according to the documented procedure.
• Completely reads prescription and assign proper case pan.
• Document all materials received from dental office.
• Performs the scheduling function for each case according to the documented procedure.
• Through Lab Next, enter demographics and customer information.
• Print work ticket and match to each case pan.
• Move case into production area.
• Disinfect work area according to the documented procedure.
• Packaging of dental cases according to the documented procedure.
• Packs and ships case for delivery through local source or national carrier.
• File and scan paperwork as needed.
• Act as an active advocate to others in the lab regarding safety compliance.

Skills

Phone etiquette

Customer service

Communication

Interpersonal skills

Conflict resolution

Time management

Job description

Apex Dental Laboratory, Inc. in Madison, WI is seeking a Customer Service with Shipping & Receiving to join our team.

This full-time role handles customer inquiries by phone and email, coordinates shipments, and interfaces with laboratory leadership and other departments to ensure service excellence. Responsibilities include building customer relationships, educating clients on products, managing inquiries and complaints, and overseeing case shipping procedures in a fast-paced dental lab