Customer Service Specialist

Join Our Team at HuFriedyGroup – Innovating Excellence in Dental Instrument Manufacturing HuFriedyGroup is a leading manufacturer of dental instruments and infection prevention products. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. To help dental professionals be The Best in Practice, HuFriedyGroup provides a unique combination of world class products, value-added services, clinical education, and dental community platforms that result in superior clinician performance and enhanced safety for dental professionals and their patients. Working at HuFriedyGroup is so much more than a job, as every employee has a part in driving and supporting the organization's inspirational vision to be a global force in advancing dental performance through Best-In-Practice dentistry that improves lives around the world. JOB PURPOSE: Position is highly involved in administrative activities, reporting and customer complaint resolution for the Customer Service Department and for the Technical Service Department. This position is responsible for providing a customer end to end support throughout the order management process for all products and all divisions. It will serve as the single point of contact for sales representatives and for Tech Service Support and assist with various needs. This position will accomplish all functions associated with the receipt, entering, and editing customers' purchase orders, technical service maintenance agreements and Services contracts and the requests for material returns. ESSENTIAL DUTIES AND RESPONSIBIITIES: Prepare reports using Microsoft Office and other computer report applications that will assist in the support of Customer Service needs. These reports include service contracts and maintenance contracts, daily work orders, daily Account Payable, customer returns, customer satisfaction, calls and tickets processing, service parts needs. Support other reporting needs as they arise. Responsible for end to end customer support: Provide support throughout the order management process as the single point of contact for customers and sales handling all functions associated with a customer purchase order. Drive the resolution of product/shipping/service disputes and escalate customer issues when appropriate. Process material return requests and execute the appropriate resolutions. Answer product related questions and/or transfer calls to the appropriate department. Responsible for supporting sales representatives with order processing, sample requests, and customer dispute resolutions. Drive the order management process to ensure corporate and departmental objectives are met timely and accurately. Work with the team to maximize revenue by providing superior customer satisfaction. Help manage all daily/weekly and monthly field reports (i.e.: response time, time & material calls, service calls, etc.) Collect & compile data from several sources within and outside the department to produce ad hoc reports as requested. (i.e. Finance Department, Quality Assurance) Maintenance of customer information (master file) Enter the work order by customer and monitor the progress Enter data related to customers and maintenance contracts monitoring the deadlines and the purchase orders by the customer, performing the needed follow-up on the customer Enter Service agreements by customer assuring follow-up actions on the customer at each deadline Assist in the investigation of customer complaints regarding all areas including quality, workmanship and delivered condition of equipment. Additional responsibilities as required by the Sales Director, Finance Director and Technical Service Manager. KNOWLEDGE, SKILLS, AND ABILITY REQUIRED FOR POSITION: Excellent knowledge of written and spoken English 2 years' customer support experience, high school degree, or equivalent combination of education and customer-focused office administration experience. Strong PC skills, including Microsoft Word, Excel, and PowerPoint, web page maintenance experience and basic accounting knowledge needed. Database knowledge a plus. Strong organizational skills and attention to detail, with the ability to simultaneously manage multiple projects and priorities. Committed to provide the highest level of customer support Strong team player who can generate willing support from other team members/personnel. Proactive, open and effective communicator at all levels within and outside the organization. "Can do" attitude, with the ability to effectively influence the achievement of results cross-functionally. Must have strong problem solving skills and be self-motivated. Must possess excellent telephone/verbal communication skills, have the ability to translate customer problems into an effective action plan and have the ability to read and understand technical documentation to assist in these communications. High sense of urgency, with decisions based on facts over intuition. Ability to understand and assist customers with account billing issues, distribution of service products and other paperwork difficulties as they pertain to the technical