Customer Success Coordinator

Reports to: Lab Manager

About Second Nature:

We are “Specialists” … For over 25 years, Second Nature Dental Innovations has been providing exceptional laboratory service for our clientele. The reason that we have been able to achieve this is our vision.” We specialize in all fixed restorations”. By specializing we have been able to hone our areas of expertise faster and further than those who have not.

Second Nature Dental Innovations serves Dentists throughout Canada including Toronto, Sudbury, Windsor, Montreal, Halifax, Calgary, Winnipeg, Edmonton and Vancouver.

Description:

The Customer Success Coordinator is responsible for providing exceptional customer service to internal and external stakeholders. Building and managing relationships with customers; providing an excellent customer experience over the phone, in person and via email. Entering case orders into 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.

General Responsibilities:

Customer Service

• Providing exceptional customer service
• Answering customer calls, responding to customer emails
• Forwarding and connecting incoming calls
• Customer case communications and status updates
• Invoicing
• Scheduling patient appointments
• First point of contact for patients
• Assisting in AR processing
• General housekeeping

Logistics

• Shipping and receiving.
• Case preparation.
• Case progress tracking and coordination.
• Production reporting.
• Inventory and pricing maintenance.

Qualifications:

• Customer service extraordinaire – background in busy, fast paced customer service roles
• High attention to detail and accuracy
• Customer experience focused approach to problem solving.
• Strong communication skills and an excellent command of the English language
• Excellent time management skills; acts skillfully with a sense of urgency.
• 1-2 years' experience in customer facing, data entry role in a fast-paced environment preferred.
• Dental background desirable
• Experience working with Microsoft Office Suite of Products
• ERP software experience and knowledge an asset.
• Aptitude for learning technical information.