Customer Sales Support Specialist (Remote)

Implant Direct is part of Envista's portfolio of dental product and service companies, including more than 30 trusted brands and over 125 years of dental excellence. With over 4.6 million implants placed worldwide, Implant Direct enables dentists to advance their patients' oral health with high-quality dental implant solutions. All implants are manufactured in the USA using only medical-grade titanium alloy, meeting the industry's highest performance and safety standards. We offer a unique portfolio of products and solutions that elevate the performance of your practice through predictable outcomes, greater patient satisfaction, and reduced total costs. We are committed to renewing confidence and changing lives through enhancing patient access. For more information about Implant Direct, visit

Job Description:

JOB SUMMARY: Responsible for maintaining customer satisfaction and promoting positive customer relations by reviewing, qualifying, and inputting customer orders and providing second level product-specific technical support in compliance with company procedures and FDA and ISO regulations.

ESSENTIAL DUTIES:

• Assist customers with product specific technical support and navigating company's website, via email and telephone. Direct complex technical issues to appropriate company personnel (e.g. Technical Services Representatives, Inside Technical Sales Managers, Director of Technical Sales & Customer Service, or other appropriate person / department).
• Input customer orders into online ordering system in compliance with company policy; remaining watchful for anomalies, new customer orders, and duplicate customer profiles or promotions and upon review release orders to the distribution department for shipping.
• Answer calls from the Direct Inward Dial (DID) and rotation. (the queue)
• Perform routine account related transactions, such as release of backordered product, account and database maintenance.
• Uphold highest level of customer service including thorough understanding of procedures and processes.
• Communicate to sales personnel with information related to new customers and/or large orders in their respective territories.
• Develop advanced product knowledge and regularly attend product training sessions on existing and new product lines and competitors' product lines to maintain a current and technical understanding of all products.
• Maintain a thorough understanding of the Return Material Authorization (RMA) procedures.
• Provide input to develop and refine Customer Service procedures and processes.
• Assist IT Department with proofreading and beta testing new aspects of the online order entry system.
• Assist Technical Services and Inside Technical Sales Representatives as needed.
• Acts as primary back up to the Customer Service Representatives(gate).
• Supports different functions under the Customer Service umbrella: DSO, Custom Direct, CSS.

Job Requirements:

MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and/or EXPERIENCE: High School Diploma or GED required and 5 years customer service / inside sales experience in a corporate environment. (Retail experience is not applicable.) Associate Degree preferred. Experience with assisting customers with product specific technical support.

Operating Company:
Implant Direct

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.