Customer Success Representative (Pomona, CA)

Envista Dentistry•Pomona, CA

2d•Onsite

About The Position

The Customer Success Representative is responsible for proactively meeting customer support needs for all Ormco products. This role involves fostering customer relationships through both phone and digital communication, as well as supporting sales reps with all their support requests. A successful Customer Success Representative will take a wholistic approach to customer problems and ensure that they are solved quickly and above the customer’s expectation. This involves a sharp eye for detail in all work as well as the ability to build relationships both internally and externally.

Requirements

High School Diploma or equivalent.
2+ years of customer service experience; dental or orthodontic experience is a plus
Experience with CRM platforms and Oracle Order Management System preferred
Exceptional verbal and written communication skills, acute attention to detail, and the ability to prioritize tasks and multitask in a fast-paced environment.
A can-do attitude with a willingness to take initiative, follow through on tasks, and continuously improve processes.
Demonstrates commitment to the company’s CIRCLe values in all aspects of work.

Responsibilities

Provide exceptional customer service via phone, email, and CRM platforms.
Process orders with >95% accuracy using Oracle Order Management System, ensuring adherence to compliance policies and delivering high-quality, accurate work.
Serve as a customer advocate by proactively identifying and resolving issues.
Handle customer inquiries, concerns, and complaints.
Escalate complex issues to internal partners when necessary.
Develop and maintain empathetic, professional relationships with both internal and external stakeholders.
Exhibit professional communication skills, both verbally and in writing, ensuring clarity and effectiveness in all interactions.
Build and maintain strong working relationships with internal teams, including, but not limited to, Accounts Receivable, Shipping, Sales, and Product Management.
Take responsibility for special projects or additional duties within the Customer Experience department.
Develop product knowledge, functioning as a resource for customers, sales reps, and other team members on product-related questions.
Utilize Envista Business Systems (EBS) to improve processes and workflows.
Track progress and facilitate problem-solving efforts.
Maintain and monitor the CRM email inbox, ensuring timely responses to customer requests.
Manage and resolve customer service requests with accuracy and professionalism.