Dental Lab Customer Service Specialist

General Description of Function: 

Provide initial primary phone response for inbound customer calls.  Insure accurate and timely response to customer needs by appropriate team members, answer basic case questions, or schedule services for customers.  The Customer Service Specialist will be able to provide guidance to the caller by assisting with customer issues through resolution, case follow-up, follow-up and proactive communication with customers.

Primary Responsibilities and Essential Functions of the Position:

• Answer incoming calls related to new cases
• Answer incoming calls related to the turn-around time of a case already in the lab
• Call on incoming cases that have insufficient time for fabrication
• Call on all late cases due to production delays
• Responsible daily for opening and disinfection process of incoming cases as required by SOP (Standard Operating Procedures)
• Enter case information through LMS and check status of cases in software for customers upon their inquiry
• Package outgoing cases for delivery
• Re-enter cases for billing purposes
• Check QC pull report and make necessary changes and adjustments to dates
• Open and set up new accounts and prospects accounts for cases and product orders
• Re-activate existing accounts that begin to send cases again
• Enter new case information into dental lab management software daily
• Verify case received against account number
• Search and identify incorrect case accounts
• Generate and check the variety of reports and update accordingly
• Gather information, record in system, resolve mixed case issue scenarios
• Responsible for all IOS and digital case entries (Downloading & Entering) when needed
• Scanning of paperwork for each case for electronic storage
• Check all shelves for misplaced cases or hold cases
• Log into computer, access and download digital files and Rx slips from multiple sources, organize them into respective digital folders, and export/upload as needed.
• Participate in Company sponsored training and meetings as required 
• Support and incorporate Apex Mission, Vision and Core Values 
• Clean work area daily
• Perform other duties as required and assigned

Skills and Abilities Required:

• Strong computer skills – MS Office - Excel, Word, Outlook
• Ability to manage the daily workload following management policies and procedures
• Good organization skills
• Strong verbal and written communication skills

Minimum Education and Experience Required:

• High school diploma or GED

Hazardous Materials or Equipment Used:

• All Office Equipment

Physical Requirements:

• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• May have long periods of sitting at desk and high-volume phone calls.
• Regular need to write or use a keyboard to communicate through written means.
• Some lifting between 5 to 20 lbs. may be required.