What are the responsibilities and job description for the Director of Customer Service position at Pulpdent Corporation?
Company Overview
Founded in 1947, Pulpdent Corporation is an industry-leading dental research and manufacturing company. Pulpdent’s corporate headquarters, research laboratory, and manufacturing facilities are located in Watertown, Massachusetts, in the Boston metro area. Its products are distributed globally. Pulpdent is third-generation family-owned business that is widely respected for its innovative products and authentic company culture, which promotes work-life balance, employee retention, and product excellence. The enduring hallmarks of the Pulpdent brand are imagination, dedication, and empowerment, with each of these inspiring the daily work of Pulpdent’s 100-plus employees. To learn more about Pulpdent, including its breakthrough advances in bioactive dental materials and commitment to ethical business practices, visit pulpdent.com.
Job Summary
The Director of Customer Service acts as the external face of Pulpdent Corporation, representing the company’s values to clinical customers and dental industry partners. This is a fully onsite hands-on leadership role, responsible for the operation and growth of the customer service function. This role combines leadership, process improvement, and hands-on customer support.
As a family-owned company known for clinical excellence, Pulpdent’s Director of Customer Service must be professional, knowledgeable, and hospitable. This individual will supervise and train a small team of Customer Service Representatives. The director must be comfortable answering and/or triaging technical calls from dentists, overseeing the logistics of special orders, and resolving challenges with dealers as they arise. The Director of Customer Service will also partner with Pulpdent’s regulatory department to ensure compliance in all facets of the customer service department.
Essential Functions
- Represent Pulpdent with professionalism and poise, both over the phone and during on-site visits
- Managing a small customer service team
- Provide support to clinicians and dental dealers. Accurately and concisely respond to clinical questions about Pulpdent products, triaging to subject matter experts as necessary
- Handle relationships with key customers with care, including hands-on logistical oversight
- Review sales orders, oversee order entry, and participate in order checking process
- Act as first line of response for complaints, escalating to regulatory as necessary
- Communicate with dealers on order status, resolving challenges as they arise
- Manage Electronic Data Interchange for P.O. and invoice processing
- Integrating the customer service function into Pulpdent’s CRM
Required Education & Experience
- Experience managing a small team
- Strong verbal and written communication skills
- Knowledge of Microsoft Office products
- Experience with Salesforce or similar CRM software.
Preferred Education & Experience
- Dental assistant or hygiene experience
- Associates degree or equivalent
Work Environment & Physical Demands
- Must be able to sit for extended periods of time
- Must be able to be in front of a computer screen for extended periods of time
- Must be available to work on-site in Watertown, MA during normal business hours.
Other duties as assigned
Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
PULPDENT® is an equal opportunity employer. We employ a diverse workforce and encourage people of all backgrounds to apply for employment.
Job Type: Full-time
Pay: $40.00 - $65.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Ability to Commute:
- Watertown, MA 02472 (Required)
Work Location: In person
Salary : $40 - $65