Customer Care Representative I

Hu-Friedy Mfg. Co., LLC•Des Plaines, IL

3d•Hybrid

About The Position

HuFriedyGroup 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 result 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. The Customer Care Representative I’s primary role is to manage inbound calls by providing order placement, service dispatch, technical product assistance and order issue resolution support to Customers as well as cross functional groups within HuFriedyGroup (HFG). Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Dental product line and services.

Requirements

High school diploma required with 1-2 years business experience (direct contact with Customers and Sales)
Self-starter
Strong decision-making skills; understands how decisions impact the Customer and the Company
Strong analytical and problem-solving capabilities
Must demonstrate a high level of professionalism and integrity
Excellent communication skills – written, verbal and presentation
Ability to handle multiple demands from many people and prioritize effectively
Ability to maintain composure under pressure and demonstrate a “can do” attitude
Able to work well within a team

Nice To Haves

Bachelors degree in Business or related discipline preferred with 0-2 years business experience

Responsibilities

Professionally handle incoming requests from Customers and internal partners and ensure that all tasks are performed and issues are resolved both promptly and thoroughly.
Accurately and efficiently record Customer purchase order data into SAP and Salesforce; orders are received via phone, fax, email, EDI and Internet.
Process repair services through Salesforce according to Customer requests.
Send information to Technicians; escalate as needed.
Monitor Salesforce until repairs are accepted by the Technician.
Manage Customer response level as indicated to meet Customer expectations.
Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information.
Educate Customer on product inquiries and further reinforce the information with product literature utilizing HFG Intranet and website, Product Managers, or internal reference materials.
Research availability on service parts.
Quote service parts per Customer request.
Makes and receives calls with the intent of selling products or services.
Must be knowledgeable on where to send what repairs and returns including responding to inquiries about HFG products and services…
Provides order, repair and return estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
Researches and resolves complaints.
Research Customer inquiries on product functionality; may require interaction with HFG Clinical or Product Manager to ensure Customer needs and expectations are met.
Confirm order sell price is in compliance with HFG price
Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries.
Facilitate cross functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved and products are shipped to meet Customer requirements.
Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint.
Run daily reports including un-booked order, process hold, credit card authorization failure and specific product reports as needed.
Provide post-order management support including issue resolution.
Utilize available resources to update or increase knowledge on products, systems, procedures, procedures and Corporate initiatives.
Other duties as assigned