Job Details

Description

Join National Dentex - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have 50 labs throughout the country.Our team is growing, and we are hiring a number of key positions within our organization including this opportunity at NDXP WCDL in Hawthorne, CA for a Customer Service Brand Manager.

The regular hours for this position are from 6:00 a.m. to 5:00 p.m., Monday through Friday, and subject to change from time to time.

This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!

Primary Responsibilities And Essential Functions Of The Position

Responsible for providing superior customer service and support including:

New accounts and new to business unit in-person, or phone-call follow up.
Client at risk review with sales and operational leadership and phone-call follow up.
Lost Accounts review with sales and operational leadership and phone-call follow up.

Review customer calls, objectives and results with sales and operational leadership team on a scheduled basis.

New accounts
New to Business Unit
Top accounts
Client-at-Risk accounts
Lost accounts
Completely solve issues and problems requiring investigation and research in a timely manner that relate to remakes, services failures and relationship maintenance. Report progress and concerns in a timely manner and communicate to appropriate individuals.
Obtain pertinent product and service information from customers and prospects, and convey to Sales, Department Managers, and General Manager and other internal operational departments as needed.
Follow up on all customer complaints to ensure the issues identified are resolved to the customer’s satisfaction and use as an opportunity to coach team members.
Evaluate incoming rework cases, communicate solutions with customers as well as internal technical teams, and make changes to Dr. preferences with department managers (as documented through Magic Touch) as required.
Provide chair side clinical support to customers as required.
Work with the management team and sales to keep attrition/churn at or below 4%.
Evaluate and suggest new and innovative ways to support the customers internally and externally.
Make recommendations for and/or facilitate training for customers, managers, team members, and customer service teams as required.
Represent NDX Laboratories at various trade shows, dental conferences and study groups.
Coordinate annual Certified Dental Lab (CDL) filing, and work with General Manager on lab maintenance of certification.
Maintenance of Certified Dental Technician (CDT) designation in compliance with NDX CDT program policy.
LAMA Coach to facilitate effective lab wide customer service.
Provide back-up removable technician and final QC of removable and fixed cases as needed.
Provide back-up technical communications support for customers, managers, and team members that ensures adherence to company standards and procedures as well as customer preferences and expectations.
All other duties as assigned.

Skills And Abilities Required

Must be able to read, write, speak and understand English
Must have computer skills including typing and familiarity with Microsoft Office products.
High level of oral and written communication skills to effectively deal with internal and external customers. Strong communication skills (one on one, and in group situations) to clearly articulate a specific issue, or solution, to a problem. Additionally ability to convey concerns to individuals with diplomacy and clarity maintaining a positive and professional demeanor.
Strong leadership skills.
Strong teamwork skills to be able to work closely with others within Sales, as well as positive interaction with other laboratory team members, maintaining a positive customer focus both internally and externally.
Ability to troubleshoot and problem solve.
Logical, analytical thinker with the ability to process information and formulate decisions.
Dependable and reliable; willing to take on needed duties to fulfill the goals of this operation and take responsibility for actions.
Must be a results driven individual.
Understands the importance of, and has the ability to, foster teamwork
Takes initiative.
Excellent listening skills.
Attention to detail.

Minimum Education And Experience Required

High school diploma or GED equivalent
Minimum 2 years of management experience; preferably in a manufacturing environment.
Minimum 2 years customer service experience, preferred.
Certified Dental Technician (CDT) designation.
Demonstrated leadership skills, obtained though experience or recognized through observation.
General knowledge of Microsoft Office products.
Valid driver’s license and maintain an acceptable driving record annually.

Hazardous Materials Or Equipment Used

Small hand tools
Computer
Automobile

Physical Requirements

Regularly required to sit, stand, walk, and/or reach.
Regular use of office equipment such as a telephone, personal computer (including keyboard and mouse), printers/copier, scanners, reports and files.
The ability to talk and hear is required.
Regularly required to exhibit fine motor skills and/or perform repetitive motions using both arms and hands grasping, gripping, pinching, lifting, and carrying. Constantly lifting & carrying 0-10 lbs.
Vision capabilities: depth perception, attention to detail, and/or color.
Valid driver’s license and maintain an acceptable driving record annually