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Dentsply Sirona. Job Title
Bilingual Customer Service Representative, Waltham MA (67366)

Dentsply Sirona.

Job Description
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.
Bringing out the best in people
As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.
Working at Dentsply Sirona you are able to:
Develop faster
- with our commitment to the best professional development.
Perform better
- as part of a high-performance, empowering culture.
Shape an industry
- with a market leader that continues to drive innovation.
Make a difference
-by helping improve oral health worldwide.  
Under general supervision, the Customer Service Representative I is responsible for processing orders via phone or by way of written requests (e.g. mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.
Receives, researches and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.
Processes customer orders recieved via telephone, fax and email accurately in our ERP system.  
Evaluates information to determine if feedback constitutes a complaint.
Guides complaint resolution to ensure that proper and satisfactory closing is obtained from dealers, dentists, etc.  If applicable enter complaints into the Trackwise Complaint Handling System.
May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
Processes literature and lead requests as received from customers or field force representatives.
Contacts customers with repair estimates for approval.
Researches customer inquiries and assures satisfactory completion.
Processes promotional orders, dental convention orders, loaner requests, customer credit requests, and fulfills free-goods requests.
Tracks customer orders and repairs as requested.
Acknowledges customer purchase orders.
Processes dealer backorder report requests.
Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person.
Maintains daily interaction between Shipping, Accounting, Planning, Product Service, and Customer Service departments.
Maintains customer records by updating account information and providing detailed customer interaction notes.
Establish new customer accounts.
Participates in special project teams as requested.
Remains current on changes in policies, procedures and products and promotions.
Encourages sales of new or additional products.
Identifies needs and makes recommendations regarding revisions to policy and procedures.
Training and Experience
High school or high school equivalency diploma.
At least 1 year related experience in Sales or Customer Services.
Proficient in speaking and writing in both French and English.
Demonstrated ability to deal effectively with customers and strong telephone etiquette skills.
Experience in/or appreciation for the dental industry is preferred.
Knowledge, Abilities and Skills
Experience in resolving conflict and problem solving, sometimes in a stressful environment.
Knowledge of MS Office, including Excel and MS Word.
Knowledge of AX or other similar data entry software.
Ability to perform basic arithmetic computations.
Strong oral and written communication skills are required.
Good organizational skills.
Capable of working independently.
Frequently required to sit, stand, and walk.
Able to use a personal computer, phone and other office equipment, unassisted.
Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.
If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com
. Please be sure to include “Accommodation Request” in the subject.
For California Residents:
We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes). 
The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity). 
For additional details and questions, contact us at careers@dentsplysirona.com

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