Customer Success Coordinator (Maternity Leave Coverage)

ABOUT DENTAL CRAFTS  

Hiring the right people, in the right roles! 

Dental Crafts bit into the dental industry in 1986 and offers over 37 years of technical experience and expertise. Proud to be based in Newfoundland and Labrador, we are a full-service dental lab with a state of the art facility. Our wide range of products and services sit on the cutting edge of the dental industry.  

Description:  

This is a full-time, fixed-term maternity leave coverage position for up to 18 months. The Customer Success Coordinator is responsible for providing exceptional customer service to internal and external stakeholders. Building and managing relationships with customers; providing an excellent customer experience over the phone, in person, and via email. Entering case orders into the ERP system with a high level of accuracy. Coordinating and scheduling case production, ensuring schedules and timelines are met. Shipping and receiving related duties. Liaising with the Supervisor for other clerical duties related to supply chain and operations, including but not limited to invoice processing and accounts receivable.

General Responsibilities:  

Customer Service  

• Providing exceptional customer service  


• Answering customer calls, responding to customer emails  


• Forwarding and connecting incoming calls  


• Customer case communications and status updates  


• Invoicing  


• Scheduling patient appointments  

• First point of contact for patients  


• Assisting in AR processing  


• General housekeeping  

Logistics  

• Shipping and receiving  


• Case preparation  


• Case progress tracking and coordination  


• Production reporting  


• ERP maintenance and optimization  


• Inventory and pricing maintenance  

Qualifications:  

• Customer service extraordinaire – background in busy, fast paced customer service roles, such as in the airline industry  


• High attention to detail and accuracy  


• Customer experience focused approach to problem solving  


• Strong communication skills and command of the English language  


• Excellent time management skills; acts skillfully with a sense of urgency  


• 1-2 years’ experience in logistics role in a fast-paced environment desirable  


• Dental background desirable  

• Valid drivers license is an asset  


• Experience working with Microsoft Office Suite of Products  


• ERP software experience and knowledge  


• Aptitude for learning technical information