Customer Service Specialist - Charlotte, NC

Dentsply Sirona, Inc•Charlotte, NC

About The Position

Dentsply Sirona is seeking an experienced Customer Service Specialist to provide knowledgeable, end-to-end support to customers and ensure accurate, timely, and effective resolution of their needs. The role manages customer inquiries and transactions, resolves complex issues, and partners with internal teams to deliver a consistent, positive customer experience. The specialist also serves as a resource for colleagues on processes, systems, and complex customer situations, and contributes to service quality, productivity, and continuous improvement.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Cross-functional team or project management experience.
Experience resolving conflicts.
Strong interpersonal communication skills, including the ability to interact with internal and external customers by phone and in person.
Strong analytical and problem-solving skills.
Strong organizational and multitasking skills, including the ability to manage multiple tasks simultaneously.
Effective decision-making and negotiation skills.
Strategic planning ability and excellent attention to detail.
Knowledge of order-to-cash and Customer Service processes.
Strong customer orientation and relationship-building skills.
Ability to navigate complex operations, advocate for customers, and turn difficult experiences into positive customer experiences.
Ability to work independently and as part of a team, using sound judgment and self-motivation.
Commitment to consistent and punctual attendance.
Ability to use a headset for phone calls.
Intermediate Microsoft Office skills, including Word, Excel, and PowerPoint.
Experience using contact management systems, order processing systems, internet, and email applications.
Ability to perform basic arithmetic with whole numbers, fractions, and decimals and calculate amounts such as discounts, interest, commissions, and percentages.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and respond effectively to customer inquiries and complaints, including sensitive matters.
Ability to follow written, oral, diagrammed, or scheduled instructions; define problems, collect data, establish facts, draw valid conclusions, and solve practical problems.

Nice To Haves

Bachelor’s degree.
At least 2 years of experience in Customer Service call center support.
SAP-S4 experience.
Salesforce experience.

Responsibilities

Provide end-to-end support for customer inquiries, including order placement and status, product availability, pricing, shipping, returns, credits, and account-related requests.
Manage complex customer situations that require research, coordination, or follow-through.
Own customer inquiries through resolution, communicate in a timely manner, and minimize unnecessary transfers or handoffs.
Review orders and customer requests for accuracy and proactively identify potential issues, delays, or required actions.
Partner with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve customer and order-related issues.
Apply knowledge of Customer Service processes, policies, systems, products, and business requirements when supporting customers.
Guide Customer Service colleagues on processes, systems, and complex customer situations.
Identify recurring customer issues, process gaps, and improvement opportunities, and escalate trends when appropriate.
Maintain accurate and complete documentation of customer interactions, transactions, and resolutions in applicable systems.
Support new processes, system implementations, training, cross-training, and continuous improvement initiatives.
Handle escalated or business-critical customer situations with appropriate urgency, communication, and follow-through.
Contribute to service-level, quality, productivity, and customer-experience objectives.
Take ownership of customer needs, resolve complex issues, and serve as a reliable resource for customers and internal partners.
Perform additional responsibilities as assigned.