Customer Success - Support, Brisbane

Requistion ID: 80067 

1.   Position Overview

The Customer Success – Support is a member of the Customer Success Team in Australia and New Zealand.

With a one-team mindset and united approach, the priorities of this team are to deliver exceptional customer service and to provide a positive customer experience at all times.

The core responsibility of the Customer Success – Support is the administration and coordination of all equipment orders from point of initial order entry to customer installation and final invoice.

Equipment orders are not necessarily assigned by region or location but will be allocated based on maximising customer experience and ensure an even distribution of workload.

As a member of the Customer Success team, other related responsibilities may also be assigned from time to time and as deemed necessary.

2.   Primary Objectives

• o Following final review confirmation against the equipment sales order checklist, process all equipment orders and manage the successful delivery of all equipment to the customer in line with standard project coordination methodologies taking into account any state-based necessities such as radiation licensing requirements.
• Provide administration and support to the sales team at both a regional and national level.
• Support the sales team in the administration and execution of customer events for example Clinical Education Programs and events as required
• Manage processes critical to achieving quarterly revenue recognition targets namely accurate and timely invoicing of completed work
• Assist sales team with the ordering of demonstration stock
• Liaise with operations and purchasing for the estimated time of arrival of customer orders & spare parts
• Ensure customer finance approvals are received and stock is allocated with serial numbers
• Send proforma and invoices to finance organizations for payment prior to installation
• Ensure payments for orders are received and remittance sent to finance
• Process equipment related RMA’s and credits, including credit & recharges
• Enter and receive stock transfers
• Attend to product complaints and customer complaints as per quality policy and processes
• Manage required radiation regulations and legislation as per location requirements
• Administration of Warranty Returns process. Out of box failure management. Goodwill process management
• Positively influence the goals of the Company by always promoting the Company’s products and services.

• 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 all assigned internal training is completed on time.

Teamwork

• Having a one team mindset is a cornerstone to overall success
• Attend and participate in team meetings and cross-department meetings as required
• All members of the team are expected to work collaboratively and provide back-up and support and share responsibility for completion of tasks as required.
• Work with all other areas of the business to ensure the excellent delivery of all products and services to Dentsply Sirona’s customer.
• Foster a one team culture and work as a team that reflects a solutions-focussed attitude and receives positive feedback from internal and external customers
• Work closely with colleagues within the business to identify and leverage opportunities to expand Dentsply Sirona business and drive related objectives.
• Provide general reception duties including order and disbursement of office supplies as required.

Health and Safety

• All employees have responsibility for managing their own 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 safety procedures and adhere to these at all times.
• Proactively report and manage safety issues.

3. Position Dimensions

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

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

4. Decision Making Authority

• Reviewing policies and procedures and making recommendations as required
• Approval as per Finance authority matrix

5. Relationships

• All Dentsply Sirona team members, especially others associates within the customer success team, commercial, finance, supply chain
• Customers
• Third party service providers

6. Experience and Qualifications

• Relevant tertiary qualification preferred.
• Demonstrated experience in a multifaceted customer service position
• 3 years of office administration experience
• Experience managing the coordination and over-sight of projects
• Computer experience with literacy with Microsoft office suite of products
• A demonstrated ability to effectively multitask in a fast paced environment
• Experience with a customer relationship system (eg. SFDC)

7. Skills

• Strong verbal and written communication skills
• Logistical, organisational and time management skills, able to prioritise conflicting workloads and multitask
• Ability to triage problems and find the best outcome
• High levels of attention to detail
• Professional telephone manner
• Ability to provide excellent customer service
• Demonstrated initiative and proactive attitude with a sense of urgency and drive for results
• Professionalism, including maturity of judgement and discretion
• Strong proficiency with computer skills, proficiency in MS Office suite, Excel, Word, PPT
• Strong interpersonal skills with a demonstrable ability to work in a changing environment.
• Consistently demonstrating Company Values and standards and striving for continuous personal and professional development.
• Willingness to contribute to and support team goals also with the ability to work autonomously.
• Capacity to operate independently.