Pittston, PA Hybrid (2 days onsite)

Institutions Experience Specialist at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

• Excellent Compensation Packages

• Medical, Dental and Vision Benefits Effective on Day 1

• 401k Package, Paid Time Off Program, and Profit Sharing

• Hybrid Work Schedule requiring two days onsite

• Associate Discounts and Community Giveback Programs

• College Tuition Savings Program

• Caring Family Culture Toward all Associates

• Certified as a FORTUNE Great Place to Work

• Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups

• Family owned for 90+ years

Position Summary:

As the Institutions Experience Specialist, you will be responsible for receiving and responding to external and internal Institutional customer inquiries, issues, and orders; resolving issues/problems. Responsible for reviewing and preparing bids, quotes, and RFP's. Work with Universities/schools in preparation for kits or upcoming contracts.

Your Shift:

Monday through Friday from 9:30AM – 6:00PM

Your Pay:

Hourly rate of $18.00 per hour with the ability to get to $19/hr in 6 months

Do YOU Possess These Skills/Attributes?

• Excellent customer service abilities. Customer Relationship Management (CRM) is a plus

• Ability to communicate effectively and professionally

• Excellent computer and telephone skills

• Great attention to detail, cooperation and dependability

Do these responsibilities interest you?

• Logs into the phone for scheduled hours; logging in/out properly using the correct release codes.

• Ensures that all communications with customers (external/internal) are courteous, cordial, business-like and timely.

• Accurately enters customer's orders via phone/fax/email for merchandise and small equipment, including direct.

• Effectively uses CRM:

  • Demonstrates knowledge and proper use of CRM.

  • Enters and records requests on all follow-ups, new accounts, account changes, new item numbers, inventory management plan, backorder cancellations

• Effectively researches products directly with vendors or through the Internet.
• Efficiently sends information to customers upon request:
  • Product and services literature.
  • MSDS information.
  • Invoice/statements copies.
• Efficiently contacts customers to obtain information to resolve complaints.
• Efficiently monitors Prelude suspended order queue (and if applicable, Administrative Holds).
• Effectively researches credit requests prior to submitting.
• Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide.
• Accurately enters credit card transactions while on the customer call or processes through CRM as required.
• Effectively and consistently utilizes Sales misc. docs. and CS misc. docs. databases for information.
• Quality Monitoring 85%
• Attends Vendor training as scheduled.
• Capable of training, leading, and mentoring new employees in a positive and productive manner.
• Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.
• Accurately documents discussions with RM's, customers, TR's and ESTM's in a timely manner; effectively utilizing notes in providing quality customer service.
• Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner.
• Conscientiously makes efforts to maintain the service level goal by closely monitoring service level activity, answering, and expediting calls during heavy call flow, not making outgoing calls during heavy incoming calls, and checks voice mail at appropriate times.
• Effectively communicates with all departments using TEAMs and Outlook.
• Accurately prepares bids and quotations. Prepares and reviews RFP’s working with our legal team for compliance.
• Accurately processes student kit orders.
• Effectively coordinates with the Purchasing Department and warehouse ensuring student kits are correct and delivered on time.
• Efficiently assists with the assembly and distribution of student kits if needed.
• Effectively coordinates direct orders with Purchasing Department as needed.

Do YOU Meet These Requirements?

• High School Diploma/GED

• Technical Requirements- As this is a Remote/Work from Home Position:

  • Minimum 5mbps (5,000 kbps) Internet Speed.

  • Connection via Ethernet Cable (Avoid Wi-Fi)

  • Avoidance of other people using/sharing the same bandwidth connection while calls are taking place, especially concerning:

    • Streaming Multimedia content (4K/Full HD Movies)

    • Online gaming

    • Downloading large content (torrents)

    • Enabled recordings on any DVR/Set-up-Boxes

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.