Customer Sales & Support Specialist in Valencia, California at Implant Direct

Date Posted: 10/20/2018

Job Snapshot

Job Description

Job ID: IMP000683

About Us

Implant Direct is one of the fastest growing major dental implant companies in the world today. We’re one of the many operating companies within Danaher Corporation’s dynamic portfolio of dental companies.  

Implant Direct operates a state of the art manufacturing facility in Thousand Oaks, California. We manufacture and distribute a broad range of value priced surgical, prosthetic and regenerative solutions to dental professionals in the US, Canada, and around the globe. We design and develop products which make high quality implants more accessible to patients around the world. We educate dentists on how to place implants and improve their patient care.

If you are interested in working in a lean, fast moving, entrepreneurial environment where you can learn, grow and make a difference, join us at Implant Direct. 


Implant Direct manufactures and sells a broad range of surgical, prosthetic and regenerative solutions to dental professionals, laboratories and institutions in North America and around the globe.   As one of the fastest growing major dental implant companies over the past 10 years, we’re on a mission to deliver healthy smiles to everyone, everywhere.  

The team at Implant Direct is innovative, fast-paced and results-oriented.   We’re part of Danaher Corporation’s dynamic portfolio of dental companies, which means you can build a career in ways no other company can duplicate.  Come join our winning team.

JOB SUMMARY: Responsible for maintaining customer satisfaction and promoting positive customer relations by reviewing, qualifying, and inputting customer orders and providing second level product-specific technical support in compliance with company procedures and FDA and ISO regulations.


  1. Assist customers with product specific technical support and navigating company’s website, via email and telephone. Direct complex technical issues to appropriate company personnel (e.g. Technical Services Representatives, Inside Technical Sales Managers, Director of Technical Sales & Customer Service, or other appropriate person / department).
  2. Input customer orders into online ordering system in compliance with company policy; remaining watchful for anomalies, new customer orders, and duplicate customer profiles or promotions and upon review release orders to the distribution department for shipping. 
  3. Answer calls from the Direct Inward Dial (DID) and rotation.
  4. Perform routine account related transactions, such as release of backordered product, account and database maintenance.
  5. Uphold highest level of customer service including thorough understanding of procedures and processes.
  6. Communicate to sales personnel with information related to new customers and/or large orders in their respective territories.   
  7. Develop advanced product knowledge and regularly attend product training sessions on existing and new product lines and competitors’ product lines to maintain a current and technical understanding of all products.
  8. Maintain a thorough understanding of the Return Material Authorization (RMA) procedures.
  9. Provide input to develop and refine Customer Service procedures and processes.
  10. Assist IT Department with proofreading and beta testing new aspects of the online order entry system.
  11. Assist Technical Services and Inside Technical Sales Representatives as needed.
  12. Acts as primary back up to the Customer Service Representatives(gate).

Job Requirements


MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and/or EXPERIENCE:  High School Diploma or GED required and 5 years customer service / inside sales experience in a corporate environment. (Retail experience is not applicable.)  Associate Degree preferred.  Experience with assisting customers with product specific technical support.



  1. Personable, friendly and able to deal effectively with customers and manage multiple priorities.
  2. Assertive, confident and able to work with minimal supervision.
  3. Intuitive and detail oriented, with excellent follow-up skills.
  4. Proficient in MS Word, Excel and Outlook.
  5. Excellent verbal and written communication skills.
  6. Ability to work in an ever changing and fast paced environment.
  7. Ability to think creatively while upholding a sense of urgency to produce positive customer service results.
  8. Capacity to comprehend and relay highly technical information.


LANGUAGE SKILLS: Ability to read and interpret documents in English, such as operating procedures, general instructions, technical brochures, safety rules, employee handbook, company policies, departmental procedures, etc.  Also requires the ability to work quickly to meet deadlines and effectively present information and respond to inquiries from other company employees.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle or feel objects.  The employees frequently is required to sit, stand, walk, reach with hands and arms, and talk or hear and will occasionally be required to bend, stoop, kneel and climb stairs.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. 

While performing the duties of this job, the employee generally works in an air-conditioned office.  The noise level in the work environment is usually quiet.

Implant Direct, LLC offers competitive compensation and a generous benefits package. Benefits include Medical, dental, and vision insurance, 401(k) plan with generous employer match, Flexible Spending Account (FSA), group term life & AD&D, Employee Assistance Program, and paid vacation and holidays.
Please visit our website at for more information about our innovative company. We are proud to be an Equal Opportunity Employer, M/F/D/V.  As part of our commitment to EEO we take affirmative action to ensure that job seekers are recruited; job applicants are considered for employment opportunities; and employees are treated without regard to their race, color, religion, sex, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran. We value diversity in the workplace and encourage females and minorities to apply.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.