Customer Service Specialist-Dealer Support - Charlotte, NC

Dentsply Sirona, Inc•Charlotte, NC

1d•Onsite

About The Position

Dentsply Sirona is seeking an experienced Customer Service Specialist – Dealer Support to provide dedicated support to dealer and distributor partners. The role handles orders, inquiries, account-related requests, and issue resolution accurately and promptly, serving as a knowledgeable contact for complex dealer needs and collaborating with internal teams to deliver a consistent, positive customer experience. The specialist owns dealer inquiries through resolution, researches complex situations, reviews orders for accuracy, and coordinates with teams including Sales, Supply Chain, Finance, and Logistics. The role also supports colleagues with dealer processes, identifies recurring issues and process improvements, maintains thorough records, and contributes to system changes, training, and other customer service transformation activities. Work is primarily in an office environment; travel is infrequent and less than 5%.

Requirements

High school diploma, GED, or equivalent combination of education and experience.
At least 3 years of Customer Service call center support experience is preferred.
Cross-functional team or project management experience.
Experience resolving conflicts.
Strong interpersonal communication skills, including the ability to interact with internal and external customers on and off the phone.
Strong analytical and problem-solving skills.
Strong organizational, multitasking, and attention-to-detail skills.
Effective decision-making and negotiation skills.
Advanced knowledge of order-to-cash and Customer Service processes.
Strong customer orientation and relationship-building skills.
Ability to manage multiple tasks in a fast-paced, demanding environment.
Ability to work independently and as part of a team, using sound judgment and self-motivation.
Ability to use a headset for phone work.
Commitment to timely and consistent attendance.
Intermediate Microsoft Office skills, including Word, Excel, and PowerPoint; experience with contact management systems, order processing systems, internet, and email applications.
Ability to perform basic arithmetic and calculate discounts, interest, commissions, and percentages; strong business acumen.
Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, and other documents; write routine reports and correspondence; and respond effectively to customer inquiries and complaints, including sensitive ones.
Ability to follow written, oral, or diagrammed instructions; define problems, collect data, establish facts, draw valid conclusions, and solve practical problems in situations with limited standardization.

Nice To Haves

Bachelor’s degree.
SAP-S4 experience.
Salesforce experience.

Responsibilities

Provide end-to-end support for dealer and distributor inquiries involving orders, order status, availability, pricing, shipping, returns, credits, and account requests.
Research and manage complex customer situations requiring coordination or follow-through.
Review order information for accuracy and proactively identify potential issues or delays.
Partner with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve dealer issues.
Own customer inquiries through resolution, minimizing unnecessary transfers and improving customer experience.
Serve as a resource on Customer Service processes, policies, systems, and dealer-specific requirements.
Guide and support other Customer Service team members on dealer processes and complex transactions.
Identify recurring issues, process gaps, and opportunities to improve service, efficiency, and first-contact resolution.
Maintain accurate documentation of interactions, transactions, issues, and resolutions in applicable systems.
Support process improvements, system changes, training initiatives, and other Customer Service transformation activities.
Escalate business-critical customer or order issues appropriately while maintaining ownership and communication through resolution.
Perform additional responsibilities as assigned.