Customer Care Associate

Customer Care Associate

In this role you will provide excellent service to Dentsply Sirona UK Customers ensuring all queries and questions are resolved, order entry and credit processing are maintained. You will continuously look for new ways of improving the current efficiency of service and processing methods. Full training will be given.

Main key responsibilities:

• Process customer orders efficiently and on time, proactively managing exceptions (backorders, delays, mis-deliveries).


• Log and track all customer queries and complaints in Salesforce, assigning ownership and chasing outcomes to meet KPIs.


• Provide end-to-end customer support for product chases, product information, and literature/document requests (phone/email).


• Own delivery service issue resolution (short shipments, damaged stock, late deliveries, backorders, mis-deliveries), completing complaint forms and liaising with couriers/warehouse.


• Manage returns, exchanges, rebates, and credits—investigate thoroughly, ensure adherence to T&Cs, and follow correct approval processes.


• Coordinate physical stock movements for returns and exchanges back to the warehouse, including checks on stock not suitable for resale and intercompany credit notes.


• Run, analyse, and communicate backorder reporting, including investigating date slippages and providing revised delivery updates (including Reward customers).


• Support audit and customer documentation needs, supplying packing lists, invoices, proof of delivery, and other required records with accurate customer/dealer codes.


• Handle product complaints and quality processes, logging in Smartsolve, processing returns received in the department, and returning stock to the warehouse within KPIs.


• Manage website and “Contact Us” channels, supporting account setup, login/password resets, product search assistance, rewards points/redemptions, cancellations/adjustments, and logging all interactions in Salesforce.

Requirements

• Professional with proven ability to build appropriate relationships with external key customers


• Demonstrated problem solving and decision-making abilities


• Able to work well within a team and calm under pressure


• Results orientated and Adaptable/willing to take on new tasks


• Able to prioritise workload and work to deadlines


• Displays initiative and enthusiasm for their role and company

Along with this exciting role comes a very competitive salary and an extensive benefits package :

• Pension


• Private Medical Insurance


• Dental Cover


• Medical Cash Plan


• Group Income Protection


• Life Assurance


• 25 days holidays + your birthday


• Employee Assistance Program 


• Free car park

Because we care about our employees, we have a very friendly and dynamic office environment with an active social committee; tea/coffee and fresh fruits every Tuesdays!

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