Bilingual Customer Service Representative

Dentsply Sirona is looking for an experienced and talented Bilingual Customer Care Representative to join our Customer Services team in Canada.  This individual will be responsible for proactively providing an outstanding customer service experience which promotes customer loyalty and the retention of the customer base.  Taking ownership of customer requests, receiving and entering orders, handling returns and identifying and resolving problems in order to meet customers' needs in a courteous and professional manner.

Responsibilities

• Achieve strong customer satisfaction results by providing strong, complete customer support in both French (primary) and English language.  At times will need to help French customers communicate with other departments such as finance and tech support.
• Support and execute day to day tasks including inbound and outbound phone calls with dental professionals incorporating product knowledge to meet customer needs and overcome objections as well as upselling promotions and special offers as appropriate.
• Achieves the performance standards established for the team including but not limited to abandon rates and service complaints.
• Enter orders received through all mediums in an accurate and timely manner, while ensuring order accuracy and applying all promotions to minimize order errors and expedite free goods processing where required.
• Fully prepare and process RMAs, exchanges or required credits or billings, including preparing any and all customs and courier documents as required.
• Support customers by facilitating loaner and/or repair requests.
• Recognizes the need for field sales rep intervention and conveys customer information to appropriate field sales
• Use Salesforce software to schedule activities, and document customer contacts
• Takes initiative to develop skills by staying current on industry trends, product knowledge and new company developments, potential to cross train on additional product lines and grow into CS specialist role.
• Provide leads to all TMs as situation dictates.
• Full customer support including providing follow up on invoice and tracking information fulfillment to customers, where required interact with accounts receivables team to resolve any customer account issues.
• Provide all customers with consistent, quality service in accordance with company procedure.
• Follows up on open orders with inventory and finance teams regarding back orders or customers on credit/customer hold.
• Complies with company and departmental policies and procedures with administrative requirements, reporting needed changes.
• Maintains account integrity through new account set-up, account maintenance, customer profiling and activity entry through various databases and systems.

• Reports complaints in accordance to compliant handling process.

• As time allows outbound component to be visited once process and product knowledge are integrated.  Work with sales team to drive additional territory sales.

• Additional responsibilities as assigned

Education:  University Degree from an accredited college or technical school, or equivalent combination of education and experience

Years and Type of Experience:

• A minimum of 2 years of experience in Customer Service, with some emphasis on upselling activities is preferred.
• Cross Functional team/Project Management experience.
• Experience in resolving conflicts

Key Skills, Knowledge & Capabilities:

• Proficient in speaking/writing in English and French languages.
• 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
• Adaptability and analytical skills.
• Strong customer orientation skills and relationship building.
• Ability to independently maintain direction and work flow.
• Ability to handle multiple tasks simultaneously.
• Organizational skills.
• Problem solving skills and attention to detail.
• Ability to use headset for phone.
• Must be self-motivated and able to work independently 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.

Physical and Environmental 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 25 pounds.   

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

Travel is infrequent - less than 25%.

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