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Digital Customer Support Representative in Pomona, California at Ormco

Date Posted: 2/11/2019

Job Snapshot

Job Description

Job ID: ORM001527

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.


Description

Ormco is searching for a passionate, energetic individual to join the Digital Customer Experience team. The focus for the Digital Customer Experience Representative will be on providing excellent service and product support, building and maintaining relationships and working closely and accurately within established guidelines. We are looking for a well-rounded service professional with a hands-on mentality as well as outstanding communication and problem-solving skills. You will be working in an environment based on teamwork, respect, performance, and responsibility. This is a unique opportunity to join a successful business within Danaher’s dental platform with growth opportunities.

RESPONSIBILITIES:

• Develop and foster customer relationships through professional, courteous, and efficient service for all basic customer experience requests by phone or e-mail.

• Ensure the efficient and accurate completion of all basic customer transaction requests including issue resolution and expedited production.

• Resolve customer inquiries, concerns and complaints either directly or by referring to another team member as needed.

• Develop and maintain productive, professional cross-functional working relationships.

• Maintain and work within the support e-mail inbox, addressing emails in a timely manner.

• Resolve technical issues with established templates and guidelines.

• Receives and addresses product and service complaints, referring them to designated departments for further investigation.

Job Requirements



Qualifications

EDUCATION/EXPERIENCE:

• High School Diploma or equivalence

• 2+ years customer service or sales experience is preferred

• Dental and/or orthodontic knowledge is preferred

Qualified applicants will possess:

• Relentlessly customer focused; uncovers customers’ needs uses these insights to drive problem solving.  Balances needs of customers with the needs of the organization.

• Creates followership through collaboration. Creates strong commitment and promotes open dialogue.

• Ability to prioritize tasks in real time and exercise judgment.

• Clear and organized communications skills (written and verbal).

• Proven work ethic demonstrating perseverance and consistency.

• Ability to learn quickly and problem solve according to provided guidelines and templates

• Proven follow-up skills. Knows how to close the loop on open issues. Keeps tabs on multiple projects and completes accordingly.

• Working knowledge of Microsoft Office Suite, including Microsoft Outlook, Word, Excel, Power Point



Danaher Corporation Overview

Danaher's Dental Platform is a $3B global business focused on all aspects of dental care.  With the intention to spin-off the Dental Platform to become its own public company in the second half of 2019, “Dental Co” will become one of the largest and most innovative dental companies in the world.  We are changing the face of dentistry with our differentiated portfolio of products designed to serve every dental professional’s need. It is our mission to make our dentist's work simpler and better connected so more patients are cared for in a shorter time. Our dental brands include traditional consumables and equipment (KaVo Kerr) and specialty products (Ormco and Nobel Biocare).