CUSTOMER SUCCESS COORDINATOR

ABOUT SHANTO DENTAL

Hiring the right people, in the right roles.

Shanto Dental Ceramics is a full-service Vancouver dental laboratory known for technical expertise , service excellence, and innovative digital dental solutions .

POSITION SUMMARY

The Customer Success Coordinator is responsible for providing exceptional customer service to our internal and external stakeholders, while coordinating dental cases, logistics , and administrative support to ensure accurate and timely completion. The role requires strong organization, communication, attention to detail, and the ability to manage priorities in a fast-paced environment.

GENERAL RESPONSIBILITIES

- Provide professional and responsive customer service to dental practices, clinicians, patients, and internal teams through phone, email, and in-person communication.

- Coordinate dental cases from intake through completion, including case preparation, documentation, appointments, follow-ups, and customer communication.

- Monitor case progress, priorities, and delivery timelines to help ensure on-time case completion.

- Coordinate with Production and other internal departments to address delays, changes, missing information, and special requirements before they impact delivery timelines.

- Manage shipping and receiving activities, including preparation, tracking, and coordination of incoming and outgoing cases.

- Support digital case submissions and workflows, ensuring required information is complete and accurately recorded.

- Process invoices, maintain
accurate billing, and keep customer, patient, case, and operational records up to date within the lab management system (LMS) system.

- Assist with billing activities, including customer inquiries.

- Handle confidential documents and patient information in accordance with company procedures and privacy requirements.

- Assist with inventory management, production reporting, and operational tracking as required .

- Identify opportunities to improve workflows, processes, and operational efficiency.

- Collaborate with internal teams to maintain smooth daily operations and a consistent customer experience.

- Adapt to changing priorities, processes, technologies, and business requirements.

- Support departmental projects and other administrative responsibilities as required .

- Maintain a clean, organized, and professional work environment.

IDEAL CANDIDATE

The ideal candidate is highly organized, dependable, and customer-focused, with strong attention to detail and a proactive approach to problem-solving. They take ownership of their work, manage competing priorities effectively, and respond promptly to time-sensitive customer and case requirements in a fast-paced, deadline-driven environment.

The successful candidate demonstrates :

- Strong attention to detail and accuracy.

- A strong sense of urgency and accountability .

- Excellent communication and interpersonal skills .

- Ability to manage multiple priorities and meet deadlines.

- Proactive problem-solving and follow-through.

- Adaptability and willingness to learn.

- Professionalism and customer-focused service.

- Ability to quickly learn and work with new systems, technologies, and processes.

- Ability to collaborate effectively with multiple departments.