Ivoclar Vivadent Inc.

  • Customer Success Associate

    Job Location US-NY-Amherst
    Posted Date 3 weeks ago(2/4/2020 12:16 PM)
    Customer Service
    Regular Full-Time
  • Overview

    IVNA Job Posting

    Location: Amherst, New York


    Customer Success Associate is a vital part of our mission to deliver timely, accurate and professional service to all external or internal customers. This position requires an individual to be action-oriented, adaptable and thorough when assisting customers in expediting orders and correcting post-sales problems. Associates communicate with customer's primarily through phone, email, Live Chat and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.

    Your Responsibilities

    • Answer incoming telephone calls, transferring calls when necessary
    • Provide customer needs determination and assist customers with their orders
    • Render on the phone education to clients in the use of product related systems as related to the IFU’s
    • Identify and correct or advise clients with product usage and offer technical resolution via E-mail and phone
    • Prepare and enter customer orders. Coordinate literature requests when necessary
    • Provide support to Territory Sales Managers by responding to product and/or literature requests
    • Issue RMA’s for dealer returns
    • Provide customer assistance in tracking packages, locating or replacing orders
    • Maintain working knowledge of all relevant ERP procedures.
    • Execute and maintain daily CRM interactions

    Your Qualifications

    • Strong desire to help and take ownership of customer issues, escalating when necessary, to provide appropriate solutions
    • Ability to empathize with and prioritize customer needs
    • Excellent written and verbal skills and display high emotional intelligence
    • Good comprehension skills – ability to clearly understand and state the issues customers present
    • Effective problem solving and organizational skills including decision making, time management, and resolving customer inquiries in a timely and friendly manner
    • Familiarity with Windows, Microsoft Outlook, and Internet Explorer
    • Excellent typing skills above 45 words per minute
    • Previous customer service experience required Experience in a product-related environment preferred
    • Strong communication, telephone, computer and data entry skills required
    • Ability to work independently, prioritize and multitask in a dynamic environment
    • Ability to solve practical problems and deal with a variety of variables utilizing instructions furnished in written or diagram form
    • ERP/CRM experience highly desired
    • Dental Degree or background a plus

    Join us on our journey to shape the future of dentistry

    Ivoclar Vivadent is one of the world’s leading dental companies with 3600 employees. We love innovation and we thrive on it. We are known for our long-standing experience and high quality. We are guided by our strong values and the company culture of a sustainably operated family-owned business with a long-term vision.

    Our mission is making people smile

    In order to achieve this goal we are looking for people with good ideas, courage and exceptional drive: focused minds who share our passion. We offer a multifaceted work environment, which is characterized by mutual respect and close collaboration. We translate words into action and continue to evolve. Become part of our team today.



    Ivoclar Vivadent, Inc. is committed to Equal Employment Opportunity and Affirmative Action and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, sexual orientation, gender identity or any other protected characteristic. Ivoclar Vivadent, Inc. will not discriminate against persons because of their disability and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities. We will also make reasonable accommodations during the interview and selection process.






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