Customer Service Specialist-Dealer Support - Charlotte, NC

We are looking for an experienced and talented Customer Service Specialist – Dealer Support to join our team. The Customer Service Specialist – Dealer Support provides dedicated support to dealer and distributor partners, ensuring accurate and timely handling of orders, inquiries, account-related requests, and issue resolution. This role serves as a knowledgeable point of contact for complex dealer needs and works closely with internal teams to deliver consistent and positive customer experience.

• Provide end-to-end support for dealer and distributor inquiries, including order placement, order status, availability, pricing, shipping, returns, credits, and account-related requests.
• Manage more complex customer situations requiring additional research, coordination, or follow-through.
• Review order information for accuracy and proactively identify potential issues or delays.
• Partner with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve dealer issues efficiently.
• Take ownership of customer inquiries through resolution, minimizing unnecessary transfers and improving the overall customer experience.
• Serve as a knowledgeable resource on Customer Service processes, policies, systems, and dealer-specific requirements.
• Provide guidance and support to other Customer Service team members on dealer-related processes and complex transactions.
• Identify recurring issues, process gaps, and opportunities to improve service, efficiency, and first-contact resolution.
• Maintain accurate documentation of customer interactions, transactions, issues, and resolutions in applicable systems.
• Support process improvements, system changes, training initiatives, and other Customer Service transformation activities.
• Escalate business-critical customer or order issues appropriately while maintaining ownership and communication through resolution.

• Additional responsibilities as assigned

Qualifications

Education: High school diploma or GED or equivalent combination of education and experience. Bachelor’s degree preferred.

Years and Type of Experience:

• A minimum of 3 years of experience in Customer Service call center support preferred.
• Cross Functional team/Project Management experience.
• Experience in resolving conflicts
• SAP-S4 experience preferred
• Salesforce experience preferred

Key Skills, Knowledge & Capabilities:

• Customer focused and ownership.
• Must have proven strong interpersonal communication skills, both on and off the phone to be able to interface with internal and external customers.
• Strong analytical/problem solving skills.
• Strong organizational and multi-tasking skills.
• Effective decision making and negotiation skills.
• Strategic planning and excellent attention to detail.
• Advanced knowledge of order-to-cash and Customer Service processes.
• Strong customer orientation skills and relationship building.
• Bring an outstanding attitude toward customer service, with the ability and determination to navigate complex operations, advocate for the customer, and transform difficult or negative experiences into positive, memorable customer experiences.
• Ability to handle multiple tasks simultaneously.
• Ability to meet the challenge of a fast-paced and demanding environment.
• Organizational skills.
• Ability to use headset for phone.
• Must be self-motivated and able to work independently, exercising sound judgement and in a team environment.
• Commitment to be at work on a timely and consistent basis.

Required Computer Skills:

• Intermediate Microsoft Office Skills: Word, Excel, and PowerPoint
• Contact Management Systems
• Order Processing Systems.
• Internet and Email applications.

Required Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate and apply figures and amounts such as discounts, interest, commissions, and percentages.
• Strong business acumen.

Required Communication Skills:

• Ability to read and interpret documents such as safety rules, operating and   maintenance instructions, and procedure manuals.
• Strong interpersonal communication skills.
• Ability to write routine reports and correspondence.
• Ability to respond effectively to common inquiries or complaints from customers.
• Ability to respond effectively to the most sensitive inquiries or complaints.

Required Reasoning Ability Skills:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms.
• Ability to define problems, collect data, establish facts and draw valid conclusions. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Actively articulates and promotes Dentsply Sirona’s vision, mission and values.
• Advocates on behalf of the customer.
• Promotes high performance, innovation and continual improvement.
• Consistently meets Company standards, ethics and compliance requirements.
• Clear and effective communication with stake holders, which span across multiple levels, socio-geographic areas and functional expertise. 

Physical Requirements

While performing the duties of this job, the employee is frequently required to sit, speak, listen and type, while infrequently standing, walking, bending, stooping, kneeling or crouching.  May need to lift up to 10 pounds. 

Travel is infrequent – less than 5%

Work primarily performed in an office environment.  The noise level is usually quiet in a controlled temperature environment.