Dental Lab Customer Service Specialist

Apex Dental Laboratory, Inc.; Eden Prairie (MN); On-site; USD 38,000 - 46,000; Full time

Job summary

Apex Dental Laboratory, Inc. in Eden Prairie, MN is seeking a Customer Service Specialist to provide initial phone responses, guide callers, and schedule services. You will support case management from intake to billing, assist with account setup, and ensure timely status updates for customers.

The role emphasizes strong organization, clear communication, and reliable follow-through in a fast-paced dental lab environment. On-site position with standard business hours.

Qualifications

• High school diploma or GED required.
• Ability to manage daily workload according to policies.
• Strong verbal and written communication skills.

Responsibilities

• Answer incoming calls related to new cases.
• Answer calls regarding turnaround time for cases in the lab.
• Call on incoming cases that have insufficient time for fabrication.
• Call on late cases due to production delays.
• Open and disinfect incoming cases per SOP.
• Enter case information through LMS and check status in software.
• Re-enter cases for billing purposes.
• Check QC pull report and adjust dates as needed.
• Set up new accounts and prospect accounts for cases and orders.
• Re-activate existing accounts that begin to send cases again.
• Verify case received against account number.
• Identify incorrect case accounts and correct them.
• Generate and review various reports and update accordingly.
• Record information, resolve mixed case issues in system.

Skills

Time management

Organizational skills

Communication

Education

High school diploma or GED

Tools

LMS

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Eden Prairie, MN, US

3 days ago Requisition ID: 1226

Salary: $20.00 Annually

General Description of Function:

Provide initial primary phone response for inbound customer calls. Insure accurate and timely response to customer needs by appropriate team members, answer basic case questions, or schedule services for customers. The Customer Service Specialist will be able to provide guidance to the caller by assisting with customer issues through resolution, case follow-up, follow-up and proactive communication with customers.

Primary Responsibilities and Essential Functions of the Position:

• Answer incoming calls related to new cases
• Answer incoming calls related to the turn-around time of a case already in the lab
• Call on incoming cases that have insufficient time for fabrication
• Call on all late cases due to production delays
• Responsible daily for opening and disinfection process of incoming cases as required by SOP (Standard Operating Procedures)
• Enter case information through LMS and check status of cases in software for customers upon their inquiry
• Re-enter cases for billing purposes
• Check QC pull report and make necessary changes and adjustments to dates
• Open and set up new accounts and prospects accounts for cases and product orders
• Re-activate existing accounts that begin to send cases again
• Verify case received against account number
• Search and identify incorrect case accounts
• Generate and check the variety of reports and update accordingly
• Gather information, record in system, resolve mixed case issue scenarios
• Responsible for all IOS and digital case entries (Downloading & Entering) when needed
• Scanning of paperwork for each case for electronic storage
• Check all shelves for misplaced cases or hold cases
• Log into computer, access and download digital files and Rx slips from multiple sources, organize them into respective digital folders, and export/upload as needed.
• Participate in Company sponsored training and meetings as required
• Support and incorporate Apex Mission, Vision and Core Values
• Clean work area daily
• Perform other duties as required and assigned

Skills and Abilities Required:

• Ability to manage the daily workload following management policies and procedures
• Good organization skills
• Strong verbal and written communication skills

Minimum Education and Experience Required:

• High school diploma or GED

Hazardous Materials or Equipment Used:

• All Office Equipment

Physical Requirements:

• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• May have long periods of sitting at desk and high-volume phone calls.
• Regular need to write or use a keyboard to communicate through written means.
• Some lifting between 5 to 20 lbs. may be required.