Front Desk / Customer Success Coordinator

Front Desk / Customer Success Coordinator

Monday-Friday, 8:30am - 5:00pm

ABOUT SHANTO DENTAL CERAMICS

Hiring the right people, in the right roles!

Shanto Dental Ceramics, a cutting-edge full service Dental Laboratory, with its main operations in Vancouver and a recently opened office in Kelowna. As an industry leader, Shanto sets itself apart from the competition, by delivering valuable technical expertise and service excellence to their clients. Experienced with the latest materials and techniques, all aspects of CAD/CAM technology, Advanced Esthetic cases, Implant Planning and Restorations, Shanto has built a respected reputation within the industry, which continues to drive growth.

As new technologies evolve, changing the face of dentistry on all fronts, Shanto offers considerable expertise and support to clients around digital workflows, through training and education. Known for providing an enhanced level of service, offering the automated efficiencies practices are looking for, Shanto is the laboratory of choice to dental clinicians and their teams, in Canada.

Description:

Our Customer Success Coordinators are responsible for providing exceptional customer service to patients, internal and external stakeholders. Building and managing relationships with customers and patients; providing an excellent customer experience over the phone, in person, and via email. Scheduling and managing a patient appointment schedule. Entering case orders into the ERP system with a high level of accuracy. Coordinating and scheduling case production ensuring schedules and timelines are met. Shipping and receiving related duties. Liaising with the Supervisor for other clerical duties related to supply chain and operations, including but not limited to invoice processing and AR. This position requires the ability to work well independently and with a team with a strong attention to detail.

General Responsibilities:

Customer Service

• Providing exceptional customer service
• Answering customer and patient communication via phone and email
• Incoming call switchboard for Smile Innovations, DentX Solutions and Shanto Dental
• Scheduling patient appointments
• Greeting and assisting with Patient Custom Shade appointments
• Customer case communications and status updates
• Invoicing

Logistics

• Shipping and Receiving
• Case Preparation
• Case progress tracking and coordination
• Production reporting

Additional Duties

• Sourcing and ordering office supplies
• Inventory Receiving for Smile Innovations, DentX Solutions and Shanto Dental
• Event set up and take down support
• General housekeeping of CS, Meeting, Lunch, and Patient Rooms
• Projects provided by Management

Qualifications:

• Strong customer-facing customer service – background in busy, fast-paced customer service roles, such as in the airline, logistics, and healthcare industries
• High attention to detail and accuracy
• Customer experience-focused approach to problem-solving
• Strong communication skills and command of the English language
• Excellent time management skills; acts skillfully with a sense of urgency
• Dental background is considered an asset
• Experience working with Microsoft Office Suite of Products
• ERP software experience and knowledge
• Aptitude for learning technical information
• Excellent problem-solving skills