Customer Support Specialist in Glendora, California at Ormco

Date Posted: 3/8/2018

Job Snapshot

Job Description

Job ID: ORM001133

About Us

Since 1960, Ormco, one of the many successful companies owned by Danaher Corporation, has been developing, manufacturing, and marketing a broad line of orthodontic appliances and related products for sale in the U.S. and abroad. Ormco provides orthodontists with brackets, wires, adhesives, and ancillary supplies used through the course of treatment.

Ormco believes the direct contact of its sales force with orthodontists facilitates the identification and verification of market trends and new product opportunities. Ormco works closely with orthodontists to improve existing products and develop new products primarily through its Champion programs in which selected orthodontists assist Ormco in designing, developing and ultimately educating users on new product and technique innovations.


Position Overview:

Responsible for receiving customer orders and customer service requests by fax, e-mail EDI, mail or phone.  Performs the clerical processing operations needed for completion of orders or customer requests.  Intermediate level, with limited supervision required.  To ensure a high level of customer satisfaction by providing support to Sybron Dental Specialties customers.  Develop skills to arbitrate and resolve customer complaints in a fair and equitable manner on a national or international level.  Become familiar with department and inter-department functions, responsibilities, standard policies and procedures on a day-to-day basis, and use these skills in making decisions that affect customer loyalty.  To be able to work within a fast-paced and demanding work environment and present a professional image of Sybron Dental Specialties to the customer and industry

Essential Duties and Responsibilities:

  • Receives customer orders by fax, e-mail , EDI, mail or phone. Performs the clerical processing operations needed for completion of order or customer request.

  • Typical duties include setting up new accounts, completing standard order forms, entry into CRT system, price quotations, verifying credit release of order, and forwarding order or correction for shipping.

  • Develop in-depth awareness of all product lines, including basic characteristics, features and benefits, via training, product literature and technical literature. 

  • Must become familiar with the various policies and procedures to issue RMA’s and other special customer accommodations.

  • Able to handle heavy incoming telephone calls.

  • Develop and maintain good customer relations via telephone and written correspondence.

  • Support the Field Sales group by soliciting and generating order leads in vacant territories when required.

  • Must become familiar with the accounting system to answer inquiries related to account balance, invoices, payments, credits and monthly statements.

  • Duties include processing of customer order or request, record search, investigation of problems/complaints, policy interpretation and adjustments or correction.  Heavy phone usage.

  • Required to develop clear communication skills, with emphasis on telephone skills, speak clearly, probe for information, have good concentration and obtain feedback for verification of information.

  • Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

  • Required to develop ability to prioritize, keeping logs as needed, develop attention to details and consistently follow-up and take ownership of all orders.

  • Must be proficient in both order processing and customer service skills.

  • Must be proficient in conflict resolution skills.

  • Participates in new hire training

Job Requirements



  • One year certificate from college or technical school; or three to six months related experience/training; One year experience as a Customer Care Representative, or equivalent combination of education and experience.

  • Must successfully complete a standardization check, all customer care training modules; receive the recommendation of Manager and approval of the Director


  • Ability to read and comprehend simple instructions, short correspondence, and memos. 

  • Ability to write simple correspondence. 

  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

  • Ability to perform basic math operations using units of American money and weight measurement, volume, and distance

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 

  • Ability to deal with problems involving several concrete variables in standardized situations. 

  • Must demonstrate a consistent and superior level of decision-making

  • To perform this job successfully, an individual should have knowledge of Order processing systems and Word Processing software.

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 sit. The employee is frequently required to walk. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 industrial solutions. Our globally diverse team of 59,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.5B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 2,000% 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.