Customer Service Specialist

Customer Service Specialist

Dentsply Sirona Iberia is seeking a resource for its Barcelona office as a Customer Service Specialist. This role is the interface between the client and Dentsply Sirona, providing the best customer service, responding to client calls and emails, including case creation, resolution, and documentation.

Principal responsibilities:

• Providing customer and vendor assistance to ensure the processing of orders.
• Responding to client calls
• Ability to gather requested information, create cases and follow/escalate to resolution.
• Verification and assistance for the creation of the customer master.
• Order processing
• Check, unblock, and manage orders entered by sellers.
• Checking shipments through various ERP and tools (Dynamics AX, Movex, WebShop and email)
• Comprehensive management of customer incidents:
• Documentation of all pertinent information of customer identification, contact information, and nature of the problem or incident.
• Escalation of problems, when necessary, to the appropriate person or department.
• Regular and timely communication with the manager and the client to keep stakeholders updated and informed about the status and final resolution of the problem.
• Regular communication and collaboration with all internal teams (Customer Service, Sales Network, and Finance).

Requirements:

• Great ability to understand oral and written communication.
• At least two years of experience in customer service.
• Preferably experience in the dental market.
• Ability to manage difficult or emotional client situations in a timely and professional manner.
• Solid computer skills with extensive experience in software, preferably with Microsoft Office, Dynamic AX ERP, browser-based software, and basic computer hardware. Desirable experience working with CRM systems, SalesForce.com.
• Passion for delivering excellent customer service through excellent interpersonal skills, such as relationship building, listening, and questioning.
• Excellent problem-solving skills.
• Great organizational skills and ability to manage multiple projects simultaneously with a high degree of professionalism and prioritization.
• Great documentation skills to ensure that key data is recorded and easily retrieved when needed.
• Basic reading and writing skills in English.

Dentsply Sirona is an equal opportunity employer. All applicants who meet the competencies required for the role will be considered for vacancies regardless of their nationality, religion, gender, age, sexual orientation, disability, or background. Thank you for your interest in Dentsply Sirona.