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:

Provide customer services to both Hu-Friedy Europe and Latam internal and external customers, to support questions from customers, sales team and country managers via phone calls and electronic mail messages. To manage customer orders with Company ERP, to promote and sell the company products or services. Investigates and resolves complaints.

ESSENTIAL DUTIES AND RESPONSIBIITIES:

• Receive orders (EDI, e-mail etc.) from customers. Check the orders in, stage them, prioritize, identify account, look up/identify part codes, determine appropriate pricing from multiple pricing structures, and make sure special instructions are communicated to distribution.
• Provide live telephone support for ordering questions from customers, sales team and country managers. Answer questions, assist in and enter orders, help customers with problems.
• Interface with other departments to help meet customer needs and achieve efficient operations.
• Managing customer complaints and return products
• Attend occasionally off-site sales meetings and dental conventions when requested (travel may require stays away from home).
• Create and maintain periodic reports to show order status and/or other reports related to customer service activity.
• Keep up to date documentation on all procedures and processes for all tasks related to this position.
• Answer product related questions and/or transfer calls to the appropriate department.

KNOWLEDGE, SKILLS, AND ABILITY REQUIRED FOR POSITION:

• Good Italian, Spanish and English verbal and written communication skills with correct grammar, spelling, and sentence structure.
• Strong PC skills, including Microsoft Word, Excel, and PowerPoint, web page maintenance experience and basic accounting knowledge needed.
• Salesforce.com or other CRM tools experience highly desirable
• Strong organizational skills and attention to detail, with the ability to simultaneously manage multiple projects and priorities. Good analytical skills and strong problem resolution skills.
• Flexible and able to work well in a team environment, committed to providing the highest level of customer support
• 1-3 years’ customer support experience, high school degree or equivalent combination of education and customer-focused office administration experience.
• High sense of urgency, with decisions based on facts over intuition.