Customer Account Representative
BioHorizons - Hoover, AL
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The Customer Advocate and Technical Product Expert will serve as the focal point for order taking and processing ensuring internal and external customers receive prompt, courteous, and quality service. The Customer Advocate and Technical Product Expert should have and maintain a working knowledge and technical expertise of our product line, as well as, any new changes/revisions to our product line. Correct and timely execution of responsibilities is required.Essentials Duties and Responsibilities:Responsible for and executing customer orders submitted via multiple channels including phone, e-mail, BioHorizons online store, VSR orders from sales team, EDI and fax.Responsible for developing a comprehensive knowledge and understanding of all products and how they work.Must be able to communicate with all customers, including clinicians and their office staff and determine, based on your knowledge of our product lines exact components necessary for case completion and patient needs.Assist and advise customers requiring technical assistance and provides troubleshooting support on BioHorizons manufactured product linesResponsible for ensuring the proper handling of customer complaints as they relate to product and service-related complaints with strong focus on customer service recovery.Responsible for smooth interactions with operations to ensure timely product shipmentsAccountable for clear and concise communications across all departments with a strong focus on maintaining accurate customer accounting records and ensuring orders are processed according to Finance guidelines.Responsible for developing a strong working relationship with all members of sales team and to maintain timely and consistent communicationAccountable for providing top-shelf service and support to our sales team through a team-centered approach. This means having a professional and open working relationship with those with whom you are teamed to ensure all requests received from the field are handled in a timely, accurate and professional manner.Responsible for facilitating customer returns received directly from customer or received from sales team members. This includes but is not limited to providing authorization for said returns pursuant to the BioHorizons return policy.Responsible for gathering all necessary customer information needed to create a new account pursuant to company procedures.Accountable for customer file maintenance.Responsible for maintaining and improving systems for processing orders as well as other customer activitiesQualifications:2+ years of Customer Care or related experienceProficient computer skills requiredExcellent telephone manner and skills, effective interpersonal and communication skills required.Previous experience as a dental hygienist or dental assistant preferredRequires vaccination against Hepatitis B or signed declination formEducation:High School diploma requiredBachelor's degree preferredBenefits:2 comprehensive medical plan options to choose from available the first of each month following your date of hireFlexible Spending Account or HSA Account availableVision BenefitsCompany paid Dental Insurance for employee and dependentsWellness Plan401k with 5% matchingGenerous PTO plan including 11 paid holidays, 2 Floating Holidays and Community Service HoursCompany paid Short Term DisabilityLong Term DisabilityCompany provided Life InsurancePaid Parental LeaveCasual Dress CodeSocial events for employees and familyHenry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.Please note that any offer of employment made by BioHorizons is contingent upon the successful completion of a pre-employment background investigation to include a pre-employment drug screen.
Created: 2024-10-13