Sales & Service Support (English & French)
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Employer: | Carestream Dental |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 27.09.2019 |
Remote work: | On-site |
Carestream Dental is a world-class, global dental corporation that has provided oralhealthcare professionals with the information and imaging tools they need to work more efficiently for more than 100 years. Offering a strong portfolio of products designed to streamline practice workflows and enhance patient care, Carestream Dental thrives as a market leader in digital imaging, practice management and eServices solutions.
Our comprehensive portfolio of products includes: intraoral imaging equipment, extraoral and 3D imaging systems, CAD/CAM solutions, X-ray units, imaging software, dental practice management software and eServices.
From the first digital radiographic film and the world’s first digital imaging system to our cutting-edge 3D imaging technology, we consistently invest in research and development to maintain our leadership position and to better address and anticipate the needs of oral healthcare professionals.
With such a strong history of innovation in the oral healthcare space, we’re looking for individuals with a passion to help us remain at the forefront of the industry.
Skills
Fluent in French and English.
General Business Education.
Customer Service Experience (min 1 year).
Attention to details.
Telesales capabilities
Good interpersonal skills
Experience in Microsoft Office Package, SIEBEL and SAP.
Knowledge of Lotus Notes, Access and other databases.
Have an understanding of Technical Products, Radiology and Digital (desirable).
General personal drivers and attitude:
Leadership in Driving Internal Processes.
Agile, open and positive attitude.
Be able to recognize and set priorities.
Develop a good professional and work relationship with colleagues, customers and leaders;
Provide exclusive service for the strategic customers in EAMER.
Being driven by teamwork contribution,
Enjoy working in a multi-cultural environment.
Have clear communications capabilities on the phone.
Professional interaction and communication style on the phone/during Customer visits and exhibitions.
As Operational Sales and Service Representative we expect you to take sense of customer ownership and take charge of the following activities:
Order Management & Customer Service:
Recurrent processing of Dealer Orders (Order Input, Product Availability Checks, Order Confirmations, Price Letter, APP’s etc.) timely and qualitatively compliant (respecting the SLA of the organization);
Serve as point of contact for all questions and inquiries from dealers and dentists, mainly administrative and operational.
Track and document all requests in SIEBEL.
Ensure the cross departmental cooperation with credit department on Invoicing (Billing Verification, Credits, and Commercial Invoices etc.), logistics on delivery tracking, warehouse and transportation claims and returns organization.
Manage the cooperation with DSEs and DSMs; share of information on important customer/process issues.
Respond to Dealer Queries (Order Status, Delivery Schedule, Billing Discrepancies, and Credit Changes etc.)
Technical Product Support:
Use ACD according to the daily working hours and use auxiliary whenever required with previous notification to the Operational Team Manager.
Handle simple traditional product complaints and general technical questions (. finding spare part number in Pricelist, help customers with license verification, warranty validity check).
Compute warranty / pro-rata period for products and advice to dealers on handling of repair / exchange / upgrade requests.
Complaint Handling of traditional products
Processing of Service Reports and invoicing of DSE interventions
Marketing, Sales, Logistics, Systems and General Business Support
Pricing Communications, Dealer Discount Monitoring, Dealer Performance Program (DPP) Implementation, etc.
Translation of Marketing and Sales documents and small ad hoc translations for Global team.
Support activities for marketing materials, implementation of promotions, and implementation of systems, mailing campaigns, and promotional packs.
Dispatch of promotional material, ordering of sell sheets for customers, information about availability of promotional material
Participate in Trade Shows and sales meetings as requested
Keep self-actualized and comply with Legal Requirements related to the Countries in charge with.
Project Management
Gather a sound understanding of all existing processes and identify quick wins for improvements of the business processes.
Lead or Support Projects aimed to establish or refine Business Process, Operational flexibility and capabilities.
Show engagement when participate as a Member in Project teams
Participate in internal and external audits as directed by Quality Manager.
What we offer:
A team where each person feels valued and appreciated for achieved results.
Training opportunities and career development plan.
Competitive financial package.
Yearly performance evaluation and compensation based on your results.
Exceptional office comfort: top office facilities and equipment.
Private Business medical plan.
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