Bilingual Customer Service Representative

Dentsply Sirona Customer Service Team is looking for an experienced and talented Bilingual Customer Service Representative to join our team. The Bilingual Customer Service Specialist provides knowledgeable, end-to-end support to customers while ensuring accurate, timely, and effective resolution of customer needs. The role manages customer inquiries and transactions, resolves more complex issues, and partners across functions to deliver a consistent and positive customer experience.

Responsibilities for Employment

• Provide end-to-end support for customer inquiries, including order placement, order status, product availability, pricing, shipping, returns, credits, and account-related requests.
• Manage complex customer situations requiring additional research, coordination, or follow-through.
• Take ownership of customer inquiries through resolution, ensuring timely communication and minimizing unnecessary transfers or handoffs.
• Review orders and customer requests for accuracy and proactively identify potential issues, delays, or required actions.
• Partner with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve customer and order-related issues.
• Apply strong knowledge of Customer Service processes, policies, systems, products, and business requirements when supporting customers.
• Provide guidance to Customer Service colleagues on processes, systems, and more complex customer situations.
• Identify recurring customer issues, process gaps, and improvement opportunities and escalate trends when appropriate.
• Maintain accurate and complete documentation of customer interactions, transactions, and resolutions within applicable systems.
• Support new processes, system implementations, training, cross-training, and continuous improvement initiatives.
• Handle escalated or business-critical customer situations with appropriate urgency, communication, and follow-through.
• Contribute to service-level, quality, productivity, and customer-experience objectives.

• Additional responsibilities as assigned

Qualifications

Education: College degree preferred from an accredited college or technical school, or equivalent combination of education and experience.

Years and Type of Experience:

• A minimum of 2 years of experience in Customer Service, with some emphasis on upselling activities is preferred.
• Cross Functional team/Project Management experience.
• Experience in resolving conflicts
• SAP-S4 experience preferred
• Salesforce experience preferred

Key Skills, Knowledge & Capabilities:

• Strong proficiency in Canadian French (Québécois French) is required to effectively support French-speaking customers across Canada, particularly in Québec.
• Customer focused and ownership.
• Must have proven strong interpersonal communication skills, both on and off the phone to be able to interface with internal and external customers.
• Strong analytical/problem solving skills.
• Strong organizational and multi-tasking skills.
• Effective decision making and negotiation skills.
• Strategic planning and excellent attention to detail.
• Order-to-cash and Customer Service process knowledge.
• Strong customer orientation skills and relationship building.
• Ability to handle multiple tasks simultaneously.
• Organizational skills.
• Ability to use headset for phone.
• Must be self-motivated and able to work independently, exercising sound judgement and in a team environment.
• Commitment to be at work on a timely and consistent basis.

Required Computer Skills:

• Intermediate Microsoft Office Skills: Word, Excel, and PowerPoint
• Contact Management Systems
• Order Processing Systems.
• Internet and Email applications.

Required Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate and apply figures and amounts such as discounts, interest, commissions, and percentages.
• Strong business acumen.

Required Communication Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Strong interpersonal communication skills.
• Ability to write routine reports and correspondence.
• Ability to respond effectively to common inquiries or complaints from customers.
• Ability to respond effectively to the most sensitive inquiries or complaints.

Required Reasoning Ability Skills:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram forms.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Key Leadership Behaviors

• Actively articulates and promotes Dentsply Sirona’s vision, mission and values.
• Advocates on behalf of the customer.
• Promotes high performance, innovation and continual improvement.
• Consistently meets Company standards, ethics and compliance requirements.
• Clear and effective communication with stake holders, which span across multiple levels, socio-geographic areas and functional expertise.

Physical Requirements

While performing the duties of this job, the employee is frequently required to sit, speak, listen and type, while infrequently standing, walking, bending, stooping, kneeling or crouching. May need to lift up to 25 pounds.

Travel is infrequent – less than 15%

Environmental Requirements

Work primarily performed in an office environment. The noise level is usually quiet in a controlled temperature environment.