Customer Service & Fulfillment Specialist

Dentsply Sirona, Inc•Manheim Township, PA

11d

About The Position

The Customer Service & Fulfillment Specialist serves as the primary link between customer service and logistics, ensuring every customer order, return, and claim is processed and fulfilled within the agreed-upon lead time to drive customer satisfaction and operational effectiveness. This role serves as the single point of contact for customer service & S&OP regarding shipment status and tracking information and requests to expedite orders.

Requirements

Possesses a bias towards action and a strong sense of urgency.
Excellent written and verbal English communication skills with the ability to present to key stakeholders.
Strong results orientation.
Demonstrated ability to work independently and cross-functionally with minimal supervision.
High attention to detail.
3+ years in a related customer service and/or distribution role
Prior experience working collaboratively across numerous business functions and cultures in a complex, fast paced environment.
SAP, or other ERP, experience with order, warehouse, and/or transportation management.
Proficiency in all Microsoft Office products, including PowerPoint, Excel, Outlook, Teams, and PowerBI.

Nice To Haves

Experience in a regulated industry (medical devices, pharmaceutical, etc.) is strongly desired.
Spanish language skills are a plus.

Responsibilities

Monitor SAP & EWM to ensure all orders, returns, and claims are processed per the expected lead times.
Work collaboratively with all functions to urgently address issues causing orders, returns, and claims to be delayed in processing.
Provide exceptional customer service to internal stakeholders by addressing inquiries, concerns, and/or requests in a timely and professional manner.
Serve as a liaison between customer service, S&OP, and the warehouse team to ensure efficient and accurate handling of orders and shipments.
Maintain a thorough understanding of warehouse operations and inventory management to effectively assist internal stakeholders.
Proactively identify and resolve issues or discrepancies with 3rd party and Interco customer orders, returns, and claims.
Collaborate with warehouse staff to ensure timely and accurate processing of customer orders, including working to ensure expedite requests are processed per customer expectations.
Maintain accurate and up-to-date log of errors/challenges and internal stakeholder inquiries/interactions.
Develop and maintain KPIs and dashboards to track and monitor performance metrics including identifying and implementing actions to improve performance.
Contribute to the overall success and growth of the company by actively seeking opportunities to improve processes and meet customer expectations.
Other duties, as required.