PstrongJoin Our Team at HuFriedyGroup – Innovating Excellence in Dental Instrument Manufacturing /strong /ppbr/ppHuFriedyGroup 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 strongresult /strong 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. /ppbr/ppstrongJOB PURPOSE: /strong /ppPosition 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. /ppbr/ppstrongESSENTIAL DUTIES AND RESPONSIBIITIES: /strong /ppbr/pulliPrepare 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. /liliResponsible for end to end customer support: /liliProvide 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. /liliDrive the resolution of product/shipping/service disputes and escalate customer issues when appropriate. /liliProcess material return requests and execute the appropriate resolutions. /liliAnswer product related questions and/or transfer calls to the appropriate department. /liliResponsible for supporting sales representatives with order processing, sample requests, and customer dispute resolutions. /liliDrive the order management process to ensure corporate and departmental objectives are met timely and accurately. /liliWork with the team to maximize revenue by providing superior customer satisfaction. /liliHelp manage all daily/weekly and monthly field reports (i.e.: response time, time material calls, service calls, etc.) /liliCollect compile data from several sources within and outside the department to produce ad hoc reports as requested. (i.e. Finance Department, Quality Assurance) /liliMaintenance of customer information (master file) /liliEnter the work order by customer and monitor the progress /liliEnter 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 /liliEnter Service agreements by customer assuring follow-up actions on the customer at each deadline /liliAssist in the investigation of customer complaints regarding all areas including quality, workmanship and delivered condition of equipment. /liliAdditional responsibilities as required by the Sales Director, Finance Director and Technical Service Manager. /li /ulpbr/ppstrongKNOWLEDGE, SKILLS, AND ABILITY REQUIRED FOR POSITION: /strong /ppbr/pulliExcellent knowledge of written and spoken English /lili2 years’ customer support experience, high school degree, or equivalent combination of education and customer-focused office administration experience. /liliStrong PC skills, including Microsoft Word, Excel, and PowerPoint, web page maintenance experience and basic accounting knowledge needed. Database knowledge a plus. /liliStrong organizational skills and attention to detail, with the ability to simultaneously manage multiple projects and priorities. /liliCommitted to provide the highest level of customer support /liliStrong team player who can generate willing support from other team members/personnel. /liliProactive, open and effective communicator at all levels within and outside the organization. /lili“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. /liliMust 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. /liliHigh sense of urgency, with decisions based on facts over intuition. /liliAbility to understand and assist customers with account billing issues, distribution of service products and other paperwork difficulties as they pertain to the technical /li /ul