Customer Service w/ Shipping & Receiving

APEX DENTAL LABORATORY GROUP LLC•Madison, WI

5d•$17 - $19•Onsite

About The Position

This role is for a Customer Service / Shipping and Receiving Representative in a dental lab. The position involves assisting and coordinating customer issues, providing initial phone response to inbound calls, and ensuring accurate and timely response to customer needs. The representative will also handle shipping and receiving of cases, educate customers on products and services, and manage customer complaints. The role requires excellent communication, organizational, and time management skills, with the ability to work independently and multitask. A background in dental assistance or a desire for a career change into a dental lab environment is considered. The Shipping & Receiving functions include receiving, opening, and disinfecting cases, reading prescriptions, documenting materials, scheduling cases, entering customer information into Lab Next, printing work tickets, moving cases into production, disinfecting the work area, packaging dental cases, and shipping them for delivery. The role also involves filing and scanning paperwork and advocating for safety compliance.

Requirements

Excellent phone etiquette, communication and interpersonal skills with the ability to resolve conflicts with customers.
Must be a self-starter with good initiative, reliable attendance and assertiveness.
Must be well organized and possess good reasoning ability and be able to make decisions independently.
Must possess good time management skills with the ability to multitask and prioritize tasks with limited supervision.
Must wear proper Personal Protective Equipment (PPE) when performing work tasks that require and follow safety guidelines as stated in Apex Safety & Health Plan Manual.

Nice To Haves

Dental Assistant background
Dental knowledge
Experience in a Dental Lab

Responsibilities

Assisting, coordinating, and championing customer issues with external customers as well as with laboratory leadership, sales, marketing and other internal departments through providing initial primary phone response to inbound customer call activity.
Insuring accurate and timely response to customer needs by appropriate team members, answering basic case questions, or scheduling services for clients.
Providing guidance to the caller by assisting with customer issues through resolution, case follow-up, follow-up and proactive communication with active customers.
Shipping and receiving of cases.
Initiating and documenting contact with existing customers to build and improve relationships between customers and the laboratory.
Initiating and documenting contact with potential customers to introduce the value and benefit of products and services, attempting to manage and overcome prospect objections or direct to upper management.
Initiating and documenting contact with existing customers to expand services to customers.
Educating customers regarding products and services.
Responding to and documenting customer complaints and taking necessary action to convert negative customer experiences into positive outcomes.
Resolving customer complaints and problems whenever possible and escalating problems to appropriate laboratory personnel if necessary.
Answering inbound customer inquiries while assessing customer needs and offering appropriate products, services and promotions based on those needs.
Tracking, recording and reviewing frequency and types of service or quality problems and communicating results to laboratory management.
Maintaining and updating customer database with relevant customer information.
Administering and communicating promotional activities initiated by Marketing.
Receiving and promptly greeting doctors, patients, and vendors in a professional and friendly manner at office entrance.
Receiving case, opening case and disinfecting case for production according to the documented procedure.
Completely reading prescription and assigning proper case pan.
Documenting all materials received from dental office.
Performing the scheduling function for each case according to the documented procedure.
Through Lab Next, entering demographics and customer information.
Printing work ticket and matching to each case pan.
Moving case into production area.
Disinfecting work area according to the documented procedure.
Packaging of dental cases according to the documented procedure.
Packing and shipping case for delivery through local source or national carrier.
Filing and scanning paperwork as needed.
Acting as an active advocate to others in the lab regarding safety compliance.
All other duties as assigned.