Customer Service Specialist

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Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century 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 dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit for more information about Dentsply Sirona and its products.

Working Location:

Dentsply Sirona Inc (Hong Kong Branch) : Unit 2202, 22/F, NEO, 123 Hoi Bun Road, Kwun Tong, Hong Kong

Duties & Responsibilities:

• Receive and review orders from internal and/or external customers.
• Process sales orders and contracts for all Sales team.
• Provide assistance for customers regarding to telephone orders and online order.
• Ensure order fulfilment is in line with product lead time, requested delivery mode and other customer specific requirements.
• Work closely with Logistics team to ensure goods allocation and release process according to established department policies and procedures.
• Process complaints according to established department policies and procedures.

Order Analysis

• Provide timely and accurate information regarding order status to Sales Team.
• Prepare monthly sales closing and submit reports to Finance team.
• Prepare reports and analysis as assigned by Commercial Manager to support the team.

Internal Team Support

• When requested, undertake system review / testing and make changes to system/data.
• Work as part of a team, providing back up and coverage and sharing responsibility across the Dentsply Sirona business for the completion of tasks as required.
• Acceptance of telephone calls and coordination for any ad-hoc tasks assigned by Commercial Manager.
• Provide online/offline support to Dealers whenever needed.
• Share timely delivery information on a weekly basis.

Customer Service

• Build sustainable relationships of trust with internal and external customers through open, effective, and interactive communication.
• Participate in new Customer Service enhancement projects, as assigned.

Product and Function Knowledge

• Prepare and update relevant SOPs to ensure an accurate and up to date Supply Chain quality management system.
• Ensure ongoing functional, procedural and product knowledge is up to date, via self-directed learning, proactive and effective involvement in training and development, and market research.

KNOWLEDGE , SKILLS & EXPERIENCE:

Education

• Diploma or above
• If no diploma equivalent combination of training and experience will be considered

Experience

• 5+ years of relevant experience in customer service
• Exposure in dental or healthcare industries will be an advantage
• ERP experience required, experience in Salesforce and Dynamics AX will be an advantage

Specific Knowledge/ Skills

• Proficient in MS Office (excel, word)
• Strong ability to organize and coordinate tasks
• Strong customer orientation and team player
• Excellent communication and interpersonal skills
• Good command of written and spoken English.

Equal Opportunity Employer:

Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility:

All successful applicants must be eligible to work in the country the position is based.

Agencies:

Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms.