Job Information
Dentsply Sirona Customer Support Administrator - Clinical in Mount Waverley, Australia
Requistion ID : 77359
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, USA. 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.
Position Overview
A Clinical Customer Support Administrator provides a key link between Dentsply Sirona’s clients and the organisation. They are responsible for providing excellent client service by receiving and administering in-bound calls and making outbound calls to generate sales as required.
Primary Objectives
Make and/or receive calls and enter call data in an efficient manner to provide high level of customer service.
Customer Service
Answer incoming calls professionally, expressing an interest and willingness to help.
Process orders, credit and inquiries in an accurate, efficient and timely manner.
Promote and up sell Dentsply Sirona products and services.
Work with Sales team members, Product Managers, Complaints Officers, etc to effectively deal with customer / product issues.
Maintain required service levels and meet assigned customer service KPI’s.
Ensure all complaints are followed up and the correct process is adhered to.
Sales
Make outbound calls as required and achieve assigned daily outbound call rates.
Undertake effective call planning.
Identify and meet the needs of the client.
Meet call back commitments.
Work with Sales team members, Product Managers, Field Sales Managers and State Managers to ensure a smooth and cohesive service and sales process for the customer.
Maintain required service levels and meet assigned KPI’s.
Process sales, and record activity in an efficient and timely manner
Knowledge
Ensure ongoing currency of functional and technical knowledge via self-directed learning and proactive involvement in training and personal research
Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required
Ensure ongoing currency of selling skills via proactive and effective involvement in training and development.
Teamwork
- Work as a team, provide back up and support and share responsibility for completion of tasks as required
Health and Safety
Adhere to all health and safety procedures and policies to ensure a safe working environment
Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices
Wear all personal protective equipment as required
Maintain awareness and understanding of internal safety procedures and adhere to these at all times
Proactively report and manage safety issues
Number of positions reporting to this position is varied dependent on size and complexity of the region
Number of direct reports;
NilNumber of matrix reports; Nil
Relationships
Sales team members, Field Sales Managers and State Managers
Technical Sales Consultants, Laboratory
State Based Client Services
Divisional Complaints Officer(s)
Warehouse / Operations Staff
Finance Department
I.T. Department
Purchasing Department
Service Agents.
Suppliers.
Experience and Qualifications
Experience in inbound and outbound call environment.
Sales / Customer Service Experience
Dental experience
Skills
Team orientation
High levels of personal drive and motivation
Client focused / Ability to relate to clients
Results driven
Excellent Communications skills
verbal and written
strong questioning and listening skills
Strong computer skills with proficiency in MS Office Suite/ERPs
Data Entry experience
Maturity of judgement and discretion
Excellent attention to detail
Capacity to operate independently
Willingness to contribute to and support team goals
Excellent organisational and time management skills
Ability to priorities conflicting workloads and multitask
Leads by example and acts as a role model to the broader team, consistently demonstrating Company Values and standards and striving for continuous personal and professional development
Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.
We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.
We look forward to receiving your application.
For more information about Dentsply Sirona, please go to www.dentsplysirona.com
Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.