Are you a Dental Assistant looking for a change in pace? Do you have dental knowledge and want a strong work environment to apply and grow it? Or do you want a career change from your current line of work? What about a career in a Dental Lab? We are looking for a Customer Service / Shipping and Receiving Rep to join our team. Still interested? Keep reading…

Wage is commensurate with related experience.

General Description of Function:

Responsible for assisting, coordinating, and championing customer issues with external customers as well as with laboratory leadership, sales, marketing and other internal departments through providing initial primary phone response to inbound customer call activity. Insure accurate and timely response to customer needs by appropriate team members, answer basic case questions, or schedule services for client. 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 active customers. Will be responsible for shipping and receiving of cases as well.

ESSENTIAL FUNCTIONS:

• Initiate and document contact with existing customers to build and improve 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 escalate 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

Shipping & Receiving Functions:

• 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.

ENVIRONMENTAL CONDITIONS/EQUIPMENT USED:

• General office conditions with limited exposure to dental laboratory operations
• Uses a computer, printer, telephone, photocopier and facsimile machine

EDUCATION, EXPERIENCE AND 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

Hazardous Materials or Equipment Used:

• Must wear proper Personal Protective Equipment (PPE) when performing work tasks that require and follow safety guidelines as stated in Apex Safety & Health Plan Manual

Benefits:

• Health Ins options
• Employee Wellness Program
• STD & Life Ins Policy with Optional Voluntary Life
• Dental Reimbursement
• FSA/HSA
• 401K Retirement
• PTO & Sick Leave