Customer Service Rep II Consumer

A collective energy and ambition. A place where you can make a real difference.

We're a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Job Title: Professional Oral Health (POH) Representative

Job Grade: NE41 FLSA: Non-Exempt

Department: Customer Service

Reports To: Customer Service Manager

Role Summary

Responsible for primary contact with the Company's Professional customer inquiries, which include email, phones, written correspondence and field sales requests. Support includes the ability to provide technical information on all products, the ability to enter an order; resolve order status problems or questions; supply product information and to handle all customer complaints to the satisfaction of the customer and company.

Responsible for providing best of class customer service as a primary contact for the Professional Lunch & Learn Program. With the scope of this program, the representative will be the front line resource handling orders from Professional Educators and providing support for the Dental Offices who have participated in the program.

Role Accountabilities and Responsibilities (Describe the 5-7 major accountabilities)

• Answer incoming phone calls and respond to customers and professional educators' requests in a courteous, professional, and timely manner.
• Manage outbound follow up calls accordingly;
• Provide prompt, accurate, and efficient service, with the utmost concern for information and payment security
• Process customers POs (domestic & international) through manual entry (i.e. EDI, fax, email, etc.) to ensure that the customer receive their order. Resolving issues below, including, case-pack-breaking, PO terms, etc.
  • Working with Logistics on shipping dates, weights, dimensions, etc.
  • Working with Engineering on item setup, country code approval, etc.
  • Working with Credit/Accounting on releasing orders, correct payments terms, etc.
  • Working directly with customers by providing feedback or information about their POs through emails or through customer dedicated websites
• Provides support for the Lunch and Learn program
  • Professional Educator (PE) invoicing
  • Responding directly to professional customers issues and concerns
  • Processing PE product ordering; packaging & shipping
• Supports the company mission, goals and values, including continuous improvement and flexibility in a rapidly changing environment
• Interacts effectively with employees, customers and contributes to the team environment
• Maintains all Preventative customer order to cash requirements as assigned
• Provides customer and order feedback to field sales staff as assigned
• Handles calls, emails, and written correspondence for Preventative customers
• Maintains a high level of customer support by providing professional, knowledgeable and courteous service at all times
• Achieves and maintains customer service levels and KPI goals
  • Service Level Goals
    • Monday- 85% or higher
    • Tuesday-Friday- 90% or higher
  • Average Speed of Answer
    • Goal- 30 seconds or less
• Actively strives to maintain a high awareness of safety
• Conduct all activities in a fair, ethical manner which is in compliance with all corporate policies.
• Participates in periodic training and updating of skills
• Trains cross-functionally in customer service, to support all customer contacts if necessary
• Responsible for following the quality system procedures

Operating Knowledge, Skills, and Abilities

• Three years of customer service experience required, preferably in an order entry, manufacturing, call center or fulfillment environment
• Must be computer literate and demonstrate the ability to learn new software and computer systems
• Must have excellent verbal and written skills in order to communicate effectively with all internal and external customers
• Experience with Oracle or other relational database applications
• Experience with Microsoft office applications
• Demonstrated ability to establish priorities, follow through on transactions, solve problems and work independently in a rapidly changing work environment

Education and Experience

• Sedentary job involving heavy data entry, heavy phone traffic
• Managing smaller accounts (dealers & reps)
• Must be able to make quick and accurate decisions
• Must be able to provide accurate information to both employees and the general public on a professional level.
• Use of a headset microphone is required
• High school education or equivalent (Post HS graduate studies or degree preferred)

Required Training

• Oracle
• Avaya
• Specs
• E-Portal
• Customer Systems (i.e. Amazon Portal, Walmart System, Bed Bath & Beyond, etc.

Salary & Benefits

Water Pik, Inc., a partner company of Church & Dwight Company, Inc., supports our employee's wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Estimated pay: $21.00 - $29.00 Hourly

Medical, Dental, Vision Insurance / Healthcare and Dependent Care Flexible Spending / Health Savings Account / Commuter Reimbursement Account

Vacation / Holiday / Sick Time / Pandemic Leave / Short and Long Term Disability / Life & AD&D / Spouse/Child Optional Life / Supplemental Life & AD&D / Family and Medical Leave / Bereavement

Adoption Assistance / Tuition Reimbursement / Employee Assistance Program / Identity Theft Protection / Critical Illness Insurance

Savings and Profit Sharing Plan / 401(k) Match / Employee Stock Purchase Plan

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/