Lab Customer Service Representative

Great Lakes Dental Technologies; City of Tonawanda (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Great Lakes Dental Technologies in Tonawanda, NY, seeks a Lab Customer Service Representative (FT) to be the primary contact for laboratory customers. You will respond to inquiries, provide case status updates, resolve basic service concerns, and educate customers on GLDT products and online tools.

Key duties include handling inquiries, updating statuses, supporting order processing, and assisting internal teams to maintain accurate communication and timely follow-up.

Qualifications

• High school diploma or equivalent required.
• Associate degree preferred.
• One year of customer service, technical support, dental, orthodontic, medical, or related experience preferred.

Responsibilities

• Responds to customer inquiries, concerns, and complaints in a professional, timely, and accurate manner.
• Provides case status updates and follows up on due dates, missing information, and unresolved issues.
• Reviews and resolves basic customer service matters, including credits, returns, repairs, web orders, and case-related questions.
• Provides Level 1 technical customer support as needed for basic appliance questions and ordering.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Phone etiquette

Education

High school diploma or equivalent

Associate degree preferred

Tools

CRM software

Order processing

Job description

Tonawanda, NY. Great Lakes Dental Technologies. Lab Customer Service Representative. FT. Benefits. The Lab Customer Service Representative I serves as a primary point of contact for laboratory customers by responding to inquiries, providing case status updates, resolving basic service concerns, supporting order and case-related processes, and educating customers on GLDT services, products, and online tools. This role helps ensure a positive customer experience through accurate communication, timely follow-up, and collaboration with internal laboratory and customer service teams.

Essential Duties and Responsibilities

• Responds to customer inquiries, concerns, and complaints related to laboratory services in a professional, timely, and accurate manner.
• Provides case status updates, responds to tracer requests, and follows up with customers regarding due dates, missing information, and unresolved case issues.
• Reviews and resolves basic customer service matters, including credits, returns, repairs, web supply requests, and case-related questions.
• Provides Level 1 technical customer support as needed, including basic appliance questions, upper/lower appliance clarification, opposing model requirements, DentaSoak usage and ordering, and requests for permission to add clasps, remounts, or change clasps.
• Educates customers on GLDT products, services, website tools, case tracking, literature, prescriptions, and flyers.
• Follows up on customer complaints and service concerns to ensure timely resolution and a positive customer experience.
• Supports new account follow-up by gathering customer information for internal use and promotional campaigns.
• Verifies customer information, including customer addresses, patient names, and case-related details, to support accurate order processing and communication.
• Receives and processes overflow headgear orders, web orders, and other customer requests as assigned.
• Participates in special project call campaigns, including promotional calls, due-date calls, and other customer outreach initiatives.
• Performs case entry coverage as needed to support department workflow.
• Resolves unknown customer shelf issues and supports follow-up related to unidentified or incomplete cases.
• Performs cancel and trash processes in accordance with department procedures.
• Makes Level 1 policy calls as defined by the Manager of Lab Customer Service.
• Reconciles UPS/FedEx bills and assists with other administrative tasks related to customer service operations.

Education And/or Experience

High school diploma or equivalent required; associate degree preferred. One year of customer service, technical support, dental, orthodontic, medical, or related experience preferred.

Other Skills And Abilities

• Customer service orientation
• Clear verbal and written communication
• Attention to detail and accuracy
• Problem solving and follow-through
• Ability to learn technical product and case information
• Professional phone and email etiquette
• Dependability and teamwork
• Ability to manage multiple priorities in a fast-paced environment

Technical Knowledge

Ability to learn and communicate basic technical information related to orthodontic appliances, laboratory processes, case tracking, and GLDT products and services. Prior knowledge of oral appliance fabrication, dental terminology, or orthodontic workflows is preferred.