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**We are Straumann.**
**United for global excellence in dentistry.**
Every vision has its story. Ours began more than 60 years ago. Since then our innovations and achievements have become landmarks in dentistry worldwide. Straumann began as a family-owned institute, grew into a publicly owned holding, and today comprises a number of international companies around the world.
The Straumann Group develops, manufactures and supplies dental implants, instruments, CADCAM prosthetics and biomaterials for use in tooth replacement and restoration solutions or to prevent tooth loss.
**Job Summary**
The Customer Service Employee is responsible for providing effective customer service for all customers by using knowledge of company products and services.The Customer Service employee interacts with customers and the sales department to provide information in response to questions, concerns, order handling, and complaints. Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face and voice” of the company to the customers and account managers. By listening effectively to find the need of the customer, and communicating in a clear and friendly way, the Customer Service Employee is able to solve the questions and provide a positive customer experience. The Customer Service Employee knows how to diffuse a tense situation and do everything within reason to quickly and effectively help our customers and sales team.
**Responsibilities**:
- Manage and prioritize multiple activities simultaneously;
- Provide appropriate and correct information to incoming customer order status and product knowledge requests;
- A positive attitude, with a problem solving mindset;
- The ability to learn quickly and move on from both success and failure;
- Process customer orders/changes/returns according to established department policies and procedures;
- Work closely with the credit department to resolve disputed credit items;
- Provide timely feedback to company management regarding challenges or customer concerns;
- Partnership with the sales team to meet and exceed customer’s service expectations;
- Listen, document, and help resolve questions and outstanding orders with customers;
- Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved;
- Work very accurate with our SAP system to provide all the data needed for an ideal customer experience.
**What you'll bring to be successful**
- Proven customer support experience or experience as a client service representative;
- Strong phone contact handling skills and active listening;
- Familiarity with CRM systems (preferably SAP) and practices;
- Customer orientation and ability to adapt/respond to different types of characters;
- Ability to multi-task, prioritize, and manage time effectively;
- Good knowledge of the French, Dutch and English language.
