Customer Service Representative

Company Summary:

At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health™

We embrace diverse perspectives and encourage bold thinking, challenging traditional approaches with a bias for action. Whether you’re looking to expand your skills or grow your career, Young is here to support your goals and continuous learning. At Young, YOU are at the core of what we do.

Position Overview:

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.

You’ll like this role if:

• You’ll like this role if you enjoy staying busy, solving problems, and making someone’s day easier.
• You’re someone who can juggle calls, emails, and tasks while keeping a positive attitude and strong attention to detail.
• If you like learning products, working with a team, and seeing your work directly impact customers, this is a great fit.

Why You’ll Love Working Here:

• Medium sized company – not too big, not too small – just enough to get things done and see your impact.
• Did we say benefits? Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!
• Your work matters – you’ll play a key role in supporting customers and keeping operations running smoothly.

Who you’ll work with:

• You’ll report to the Customer Service Manager and work closely with a collaborative team of Customer Service Representatives, as well as cross-functional partners in Operations, Sales, and other internal teams.

What You’ll Do:

• Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
• Support customers through providing solutions including
  • Accurate order processing and pricing functions in the ERP system
  • Changes to accounts
  • Order inquiries such as tracking information and product ETAs
  • Product advice/knowledge
  • Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
  • Communication of product availability information
• Provide outbound communication as necessary to resolve or follow-up on issues.
• Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
• Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
• Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
• Responsible for achieving all goals and metrics as assigned.
• Related Duties
  • Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
  • Participation in special projects as assigned.
  • Run reports as needed.
  • Assists/backs-up peers.

What You’ll Bring:

• Two years’ customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
• Experience with an order management system, including a CRM is preferred.
• Or an equivalent combination of training and experience.
• Have the ability to learn products, processes, services and customers.
• Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
• Communicate effectively and professionally, both verbally and in writing.
• Ability to answer incoming phone calls for the majority of each day.
• Ability and desire to multi-task and quickly reset priorities as dictated by workflow. Excellent organization skills.
• Ability to continuously be accurate and precise throughout an entire workday.
• Excellent interpersonal skills. Maintenance of a positive and enthusiastic attitude throughout each workday.
• Ability to quickly and thoroughly respond to customer inquiries.
• The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.

Physical Requirements/Working Locations

Office/Remote Environment

This position is based in an office environment and is primarily sedentary in nature. It requires regular use of standard office equipment, including computers, phones, photocopiers, scanners, filing cabinets, and fax machines. Some roles may involve wearing a headset and sustained computer use for 8 or more hours per day. Employees may be required to sit, stand, or walk for extended periods, and occasional bending, lifting, or carrying items up to 50 pounds may be necessary.

Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.