Customer Service Specialist

Working Location:

Dentsply Sirona Inc (Hong Kong Branch) : Unit 2202 22/F NEO 123 Hoi Bun Road Kwun Tong Hong Kong

Duties & Responsibilities:

Order Fulfilment

• Receive and review orders from internal and/or external customers.
• Process sales orders and contracts for all Sales team.
• Provide assistance for customers regarding to telephone orders and online order.
• Ensure order fulfilment is in line with product lead time requested delivery mode and other customer specific requirements.
• Work closely with Logistics team to ensure goods allocation and release process according to established department policies and procedures.
• Process complaints according to established department policies and procedures.

Order Analysis

• Provide timely and accurate information regarding order status to Sales Team.
• Prepare monthly sales closing and submit reports to Finance team.
• Prepare reports and analysis as assigned by Commercial Manager to support the team.

Internal Team Support

• When requested undertake system review / testing and make changes to system/data.
• Work as part of a team providing back up and coverage and sharing responsibility across the Dentsply Sirona business for the completion of tasks as required.
• Acceptance of telephone calls and coordination for any ad-hoc tasks assigned by Commercial Manager.

Dealer Support

• Provide online/offline support to Dealers whenever needed.
• Share timely delivery information on a weekly basis.

Customer Service

• Build sustainable relationships of trust with internal and external customers through open effective and interactive communication.
• Participate in new Customer Service enhancement projects as assigned.

Product and Function Knowledge

• Prepare and update relevant SOPs to ensure an accurate and up to date Supply Chain quality management system.
• Ensure ongoing functional procedural and product knowledge is up to date via self-directed learning proactive and effective involvement in training and development and market research.

KNOWLEDGE SKILLS & EXPERIENCE:

Education

• Diploma or above
• If no diploma equivalent combination of training and experience will be considered

Experience

• 5 years of relevant experience in customer service
• Exposure in dental or healthcare industries will be an advantage
• ERP experience required experience in Salesforce and Dynamics AX will be an advantage

Specific Knowledge/ Skills

• Proficient in MS Office (excel word)
• Strong ability to organize and coordinate tasks
• Strong customer orientation and team player
• Attention to detail
• Excellent communication and interpersonal skills
• Good command of written and spoken English.