Customer Advocate and Technical Product Expert

Job Description

Job Description

The Customer Advocate and Technical Product Expert will serve as the focal point for order taking and processing ensuring internal and external customers receive prompt, courteous, and quality service. The Customer Advocate and Technical Product Expert should have and maintain a working knowledge and technical expertise of our product line, as well as, any new changes/revisions to our product line. Correct and timely execution of responsibilities is required.

Essentials Duties and Responsibilities:

• Functions as primary order processor and order intake person via multiple channels of order receipt which include the phone, e-mail, BioHorizons online store, VSR orders from sales team, EDI and fax. This requires a comprehensive knowledge and understanding of all products and how they work and requires the ability to communicate effectively to assist customers in ordering the correct item based available product options to meet clinician’s and patient’s needs.
• Assist and advise customers requiring technical assistance and provides troubleshooting support on BioHorizons manufactured product lines-BioHorizons and IntraLock as well as products distributed by BioHorizons-Camlog which requires a comprehensive knowledge of all products, services and techniques
• Ensure proper handling of customer complaints as they relate to product and service related complaints with focus on customer service recovery
• Interact with operations to facilitate timely shipment of products
• Communicate with accounting to maintain accurate customer accounting records and ensure orders are processed in accordance to finance guidelines
• Interact and develop strong working relationship with field sales team to promote and maintain current and consistent communication
• Provide primary and back-up support to domestic sales team to ensure all requests are handled in a timely and accurate manner
• Assist customers and sales team with product returns as well as authorize product to be returned based on BioHorizons return policy
• Assist customers with new account set-up by gathering required details based on company procedures
• Maintain customer files
• Maintain and improve systems for order processing and customer activity

• Accepts new projects as delegated

Qualifications:

• 2+ years of Customer Care or related experience
• Proficient computer skills requireed
• Excellent telephone manner and skills, effective interpersonal and communication skills required.
• Previous experience as a dental hygienist or dental assistant preferred

• Requires vaccination against Hepatitis B or signed declination form

Education:

• High School diploma required
• Bachelor’s degree preferred

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Please note that any offer of employment made by BioHorizons is contingent upon the successful completion of a pre-employment background investigation to include a pre-employment drug screen.