Job Description
Tokuyama Dental America (TDA) is an award-winning Japanese manufacturer that is recognized for its quality and reliability. TDA is a subsidiary of the Tokuyama Corporation based in Japan. Tokuyama Corporation is one of the largest and most advanced chemical and silicon manufacturers in the world. TDA is 100% committed to innovating Tomorrow’s Dentistry Today. It is our mission to listen to your needs, incorporate your voice into the development of top quality dental products, and ensure our products meet the highest standards of the industry.
RESPONSIBILITIES AND DUTIES
First point of contact for inbound and outbound phone calls/emails to provide information as needed to customers, dental distributors, and outside sales representatives.
Provide exceptional customer service and quality call management. (1st call resolution model)
Listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue and keep the customer happy. Get to the core of the issue.
Process incoming orders from tradeshows, phone calls and website with dealers. Process a constant stream of free goods redemption forms through Salesforce each day. High volume data entry.
Practice timely and effective escalation practices when necessary. Provide all relevant information the first time so as to minimize the amount of follow up time required to resolve the issue.
Probe for and confirm understanding of requirements or issue. Clarify customer requirements.
Communicate effectively with employees and vendors to ensure high quality and timely expedition of customer requests and maintain ability to deepen relationships through service and sales.
Contribute ideas on way to resolve problems to improve the customer experience and company efficiency.
Offer alternative solutions where appropriate with the objective of retaining customer’s business.
Solve problems that are sometimes unstructured and may require reliance on conceptual thinking.
Able to document step-by-step processes.
Become a Subject Matter Expert (SME) for all Tokuyama products (features, benefits, USP, technical, etc.) in order to properly educate or field the customer call.
Distribute incoming faxes, mail, and emails to appropriate team members.
Update customer contact info as received and handle customer return process.
Other duties as stated by Supervisor.
Provides tactical customer service.
Provides suggestions for improvements in processes and tools, in order to increase efficiencies, reduce costs and sustain high-quality outcomes.
Responsible for self-education and initiating development activities towards improving skills, efficiencies and contributions; responsible for finding the subject-matter expert who is required for guidance and support of accomplishing goals.
Maintains strong, positive working relationships with all parties involved in carrying out the assigned responsibilities.
Performs other related activities as needed to support corporate objectives. Act in the best interest of the company by applying stated corporate values and priorities to all communications, decisions, and actions.
QUALIFICATIONS AND SKILLS
High school diploma; Associates degree is a plus.
Customer Service Certification or awards are desirable.
This is an entry level position that does not require specific experience; any experience related to the qualifying criteria will be considered as a benefit.
2 Years customer service experience is a plus.
Aptitude, curiosity, coachability, and a desire to learn are key characteristics needed in lieu of experience
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