Ivoclar Vivadent Inc.

  • Customer Service Digital Concierge

    Job Location US-NY-Amherst
    Posted Date 1 month ago(1/21/2020 2:37 PM)
    Customer Service
    Regular Full-Time
  • Overview

    IVNA Job Posting

    Customer Service Digital Concierge
    Location: Amherst, New York


    Facilitate our internal and external digital customers through our After Sales Support department resulting in a positive customer experience and bringing the case to resolution in a timely manner while adhering to our Customer Service Department's processes and procedures.

    Your Responsibilities

    Primary Responsibilities:



        • Provide assistance, determine customer needs and facilitate a solution for IV digital customers.
        • Answer incoming internal and external customer calls pertaining to IV digital equipment
        • Case owner for Digital After Sales Support (customers one central point of contact for all digital equipment questions, troubleshooting and repairs)
          • Review and discuss potential service charges affiliated with Digital Phone Support
          • Create and assign service tickets to Tech in CRM for internal and external customers with digital questions
          • Monitor progress and review status of open service tickets with both Digital Support Technicians and Equipment Repair
          • Offer solutions for customers after sales support concerns; escalate when needed
          • Proactively evaluate IV's Digital customers service history and offer suggestions to improve customer's experience.
          • Schedule digital specialist for training, installation and repairs
          • Maintain customer contract for CAD/CAM software
    • Maintain working knowledge of all Digital equipment and IVT policies and procedures.
        • Perform other clerical/administrative duties or assist in special projects as assigned by the Manager of Customer Service or Director of Inside Sales and Customer Service

         Secondary Customer Service Responsibilities:

      • Answer incoming telephone calls, transferring calls when necessary
      • Create and assign service tickets to Tech in CRM for internal and external customers with digital questions
      • Provide technical assistance, determine customer needs, assist customers with their orders and provide product education
      • Provide customer with navigating assistance with ivoclarvivadent.com
      • Prepare and enter customer orders. Coordinate literature requests when necessary
      • Provide support to Area Sales/Inside Sales Managers by responding to product and/or literature requests
      • Process credits and returns
      • Interact and support customers through Live Chat
      • Maintain an active knowledge of processing refines (Technical Only)
      • Working know and ability to process Tooth Stocks (Technical Only)

    Department Requirements

    • Maintain working knowledge of all relevant ERP procedures
    • Execute and maintain daily CRM interactions
    • Follow CRM CCH procedures pertaining to customer feedback and complaints.
    • Maintain working knowledge of company’s quality documents in QUMAS
    • Provide daily support and assistance to other departments within the Amherst facility.
    • Provide customer assistance in tracking packages, locating or replacing orders.
    • Perform other clerical/administrative duties or assist in special projects as assigned by the Manager of Customer Service.
    • Issue RMA’s for dealer returns (Clinical Only)
    • Execute all responsibilities as associated with the following subprocess to fulfill Ivoclar Vivadent Inc.’s Quality System
      • Quotations
      • Order Processing, Credit, Debit Memos & Invoicing
      • Customer Pricing
      • National/Government Accounts
      • Customer Complaints
      • Customer Refine/Equal Exchange


    Your Qualifications

      • Strong written and verbal communication, telephone, computer and data entry skills required.
      • Ability to work independently, prioritize and multitask in a dynamic environment.
      • Previous customer service experience required. Experience with digital manufacturing equipment or product-related environment preferred.
      • SAP/CRM/DLCPM 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.








    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed