Customer Support Administrator

3 weeks ago

Mount Waverley, Victoria, Australia Dentsply Sirona Full time

Requistion ID : 77359

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina, USA. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

Position Overview

A Clinical Customer Support Administrator provides a key link between Dentsply Sirona's clients and the organisation. They are responsible for providing excellent client service by receiving and administering in-bound calls and making outbound calls to generate sales as required.

Primary Objectives

Make and/or receive calls and enter call data in an efficient manner to provide high level of customer service.

Customer Service

  • Answer incoming calls professionally, expressing an interest and willingness to help.
  • Process orders, credit and inquiries in an accurate, efficient and timely manner.
  • Promote and up sell Dentsply Sirona products and services.
  • Work with Sales team members, Product Managers, Complaints Officers, etc to effectively deal with customer / product issues.
  • Maintain required service levels and meet assigned customer service KPI's.
  • Ensure all complaints are followed up and the correct process is adhered to.

Sales

  • Make outbound calls as required and achieve assigned daily outbound call rates.
  • Undertake effective call planning.
  • Identify and meet the needs of the client.
  • Meet call back commitments.
  • Work with Sales team members, Product Managers, Field Sales Managers and State Managers to ensure a smooth and cohesive service and sales process for the customer.
  • Maintain required service levels and meet assigned KPI's.
  • Process sales, and record activity in an efficient and timely manner

Knowledge

  • Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research
  • Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required
  • Ensure ongoing currency of selling skills via proactive and effective involvement in training and development.

Teamwork

  • Work as a team, provide back up and support and share responsibility for completion of tasks as required

Health and Safety

  • Adhere to all health and safety procedures and policies to ensure a safe working environment
  • Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
  • Wear all personal protective equipment as required
  • Maintain awareness and understanding of internal safety procedures and adhere to these at all times
  • Proactively report and manage safety issues

Number of positions reporting to this position is varied dependent on size and complexity of the region

  • Number of direct reports;
  • NilNumber of matrix reports; Nil

Relationships

  • Sales team members, Field Sales Managers and State Managers
  • Technical Sales Consultants, Laboratory
  • State Based Client Services
  • Divisional Complaints Officer(s)
  • Warehouse / Operations Staff
  • Finance Department
  • I.T. Department
  • Purchasing Department
  • Service Agents.
  • Suppliers.

Experience and Qualifications

  • Experience in inbound and outbound call environment.
  • Sales / Customer Service Experience
  • Dental experience

Skills

  • Team orientation
  • High levels of personal drive and motivation
  • Client focused / Ability to relate to clients
  • Results driven
  • Excellent Communications skills
  • verbal and written
  • strong questioning and listening skills
  • Strong computer skills with proficiency in MS Office Suite/ERPs
  • Data Entry experience
  • Maturity of judgement and discretion
  • Excellent attention to detail
  • Capacity to operate independently
  • Willingness to contribute to and support team goals
  • Excellent organisational and time management skills
  • Ability to priorities conflicting workloads and multitask
  • Leads by example and acts as a role model to the broader team, consistently demonstrating Company Values and standards and striving for continuous personal and professional development

Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.

We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.

We look forward to receiving your application.

For more information about Dentsply Sirona, please go to

Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.


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