Customer Service Specialist

Customer Service Specialist

- Somerset West, Western Cape
- Full-time

Company Description

At Straumann Group, we empower dental professionals to deliver exceptional patient care through state-of-the-art digital solutions, implant systems, and regenerative dentistry. As a global leader, we are committed to innovation, technical expertise, and customer success. Join us in shaping the future of dentistry!

Culture

People and culture are the Straumann Group’s greatest assets; they are the keys to high performance and sustainable success. The fundamental driver of this culture is the player‐learner mindset, which seeks to inspire and nurture in every employee.

Customer Service Specialist

As a Customer Service Specialist, you will be a key point of contact for customers and internal teams. You will advise dental professionals, including dentists, dental laboratories, and dental surgeons, on products related to dental implants; prepare quotations; process orders in SAP; coordinate deliveries; and resolve queries and complaints to support a high level of customer satisfaction. Your key responsibilities will include:

- Assist customers, sales representatives, territory managers, finance, logistics, and office teams with queries and operational support as needed.
- Provide operational and administrative support across the office as required.
- Advise and assist customers by telephone.
- Process and maintain customer data accurately.
- Coordinate quotations and orders, including monitoring delivery times.
- Process returns and manage warranty claims in line with applicable agreements.
- Handle customer complaints and follow up on low NPS scores to support timely resolution and continuous improvement of the customer experience.

Logistics, Shipping, and Stock Administration

- Track shipments through courier platforms, including UPS, DHL Express, DHL Global, FedEx, and related support channels.
- Process and support incoming shipments by printing the relevant documents, clearing goods through customs, checking new stock, conducting spot checks, and entering stock into SAP/ERP.
- Scan and save invoices, customs documents, and temperature logger records on the appropriate shared drives.
- Support the logistics department during high-pressure periods by assisting with picking and packing activities and creating waybills to help ensure customer orders are dispatched on time.

Systems and Tools

- SAP and ERP systems.
- Courier platforms and support portals, including UPS, DHL, FedEx, and related systems.
- Microsoft Excel, Outlook, and shared documentation tools.

In this position, you will work in a small, close-knit team of specialists and report to the Head of Operations. As product knowledge is essential to the role, you will receive a comprehensive training programme to develop the knowledge and confidence needed to succeed.

What You Bring

You are a clear and confident communicator who can build effective relationships with customers and internal stakeholders. You are eager to develop strong product knowledge and bring:

- Experience in a similar customer-focused role or within the medical or dental industry.
- Proficiency in English and Afrikaans.
- Working knowledge of CRM systems and Microsoft Office, including Excel.

Required Skills and Competencies

- Strong attention to detail and accuracy in financial, stock, and customer documentation.
- Excellent organizational and follow-up skills, with the ability to manage multiple priorities.
- Strong interpersonal skills when working with customers, sales teams, finance, suppliers, and internal stakeholders.
- Sound problem-solving ability and confidence in resolving operational, system, shipment, and customer queries.
- Working knowledge of SAP/ERP processes, invoicing, stock movements, and account administration.
- Ability to work independently, respond to urgent requests, and support multiple departments when required.
- A customer-focused approach and commitment to timely, professional service delivery.

If you are adaptable, hands-on, and ready to support a business during an exciting transformation phase, we encourage you to apply.