Note: The job is a remote job and is open to candidates in USA. Young Innovations is a company serving the dental profession and their patients through dental products and services. The Customer Service Representative provides customer support through phone, email, and fax, handles orders and product inquiries, resolves issues, coordinates returns and repairs, and maintains customer information in ERP and CRM systems.
Responsibilities
- Provide superior customer service by effectively responding to all inbound customer calls, emails, and faxes
- Support customers by providing solutions related to:
- Order inquiries, including tracking information and product ETAs
- Product advice and knowledge
- Product availability information
- Account changes and updates
- Product returns and repair support, including logging product and service complaints in a timely and professional manner
- Provide outbound communication as needed to resolve issues and follow up with customers
- Accurately process customer orders and pricing functions within the ERP system
- Obtain and coordinate custom shipment and expedited freight requests, ensuring orders are properly documented and successfully completed in partnership with the Operations team
- Monitor and facilitate order fulfillment activities to support customer requirements and delivery expectations
- Utilize all available tools, including ERP and CRM systems, to effectively perform daily responsibilities
- Create, maintain, and update customer records in ERP and CRM systems, including:
- Order preferences
- Product-specific feedback
- Address information
- Billing information
- Contact preferences
- Achieve assigned performance goals, metrics, and service standards
- Other duties as assigned
Skills
- · Two years' customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
- · Or an equivalent combination of training and experience
- · Travel up to 5%
- · Experience with an order management system, including a CRM is preferred
Benefits
- Full medical
- Dental insurance
- Vision insurance
- 401k
- Parental leave
- Paid holidays
- Paid time off
- Short-term disability insurance
- Long-term disability insurance
- Employee assistance program
- Fully remote position
- Flexibility and eliminated commuting
Company Overview