Customer Service Representative

Company Details

Septodont is a leading manufacturer of dental pharmaceuticals and medical devices. The French-based company employs over 2,000 people globally. We have six manufacturing plants in France, India, North and South America, and an international distribution network that is dedicated to serving the needs of dental professionals in more than 150 countries. Our North American operations have facilities in Ontario, Montreal, and Pennsylvania. It also has Latin American operations with facilities in Brazil and Colombia.

Our Cambridge, Ontario site is also home to our Novocol Pharma division, which focuses on contract development and manufacturing, specialized in sterile injectable cartridge and combination product manufacturing.

Our employees are our number one asset! We offer developmental opportunities, excellent compensation and benefit programs, discounted gym memberships, work/life balance programs, employee recognition, social events and spirit days.

The company has an opening at its sterile injectable manufacturing facility in Cambridge, Ontario for a Customer Service Representative.

Job Summary

The Customer Service representative serves as Septodont’s front-line interface with our dealer/distributor partners. Along with this core customer group, Customer Service Representatives also handle inquiries from dentists, sales reps, and others in the industry. Timely entry of all customer POs as well as customer complaints/shipping issues is crucial to Septodont and our customers.

As the representative of Sepodont with the most customer contact, it is vital that the Customer Service Representative portray a professional attitude at all times, and is able to work with frustrated customers to maintain good relationships.

Responsibilities

Dealer/Distributor Support

• Enter all orders received by assigned dealers and send order confirmations in a timely fashion
• Handle all product complaints as well as shipping issues from assigned dealers as timely as possible
• Work closely with Purchasing Representatives for assigned dealers to become the key contact for that purchaser, which involves working with them on back orders by providing PO status checks, answering questions about new or discontinued products and field any other questions from assigned dealers
  
  

Telephone Communications

• Along with other Customer Service Representatives and assigned personnel, field calls to the 800 number from Dentists, Dealer/Distributors, Sales Reps, dental patients and others in the industry
• Maintain professionalism and work with both external and internal customers to deliver the best solution to an issue
  
  

Administrative Responsibilities

• Enter orders into company ERP system (Microsoft Dynamics)
• Log customer complaints into company complaint handling system, Ennov
• Enter information into company CRM system, Salesforce (Lighthouse)
  
  

Product Knowledge

• Complete product training and continue learning to gain further insights into the workings of various company products
• Work to gain understanding of new products as they are introduced and attend seminars and educational opportunities around the launch of a new product
  
  

Qualifications

• High school diploma
• College or university degree is an asset
• Previous customer service experience preferred
• Self starter with the ability to work independently and meet objectives
• Proficiency in MS Office (Word, Excel, Outlook, Teams)
• Ability to work well with customers at all levels
• Excellent verbal and written communication skills
  
  

Contract type

Permanent