**Requistion ID** : 80638 Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina, USA. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. **Bringing out the best in people** As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us. Working at Dentsply Sirona you are able to: **Develop faster** - with our commitment to the best professional development. **Perform better** - as part of a high-performance, empowering culture. **Shape an industry** - with a market leader that continues to drive innovation. **Make a difference** -by helping improve oral health worldwide. 1. Position Overview The **Customer Success - SWS** is a member of the Customer Success Team in Australia and New Zealand. With a one-team mindset and united approach, the priorities of this team are to deliver exceptional customer service and to provide a positive customer experience at all times. The core responsibilities of the **Customer Success –** **SWS** are: + to manage and triage all assigned Software Support calls, + assign Software Support Cases to the correct SWS Technician, + receive and manage incoming customer requests, + coordinate with Field Service and Sales teams to ensure scheduled Software Support work is assigned and completed as required, + Invoice and complete all SWS Cases and Work Orders Incoming calls will be managed via call queues according to customer enquiry type, as opposed to region or location, to ensure maximum customer coverage and positive experience. A Key accountability will be achieving high Call Answer rates for the SWS queues. As a member of the Customer Success team, other related responsibilities may also be assigned from time to time and as deemed necessary. 1. Primary Objectives + Management of incoming calls to the SWS phone call queue and email to case queue, achieving target rates of Call answering and response times to Cases. + o Increase the speed of completion for the whole team by focusing on quick responses, correct allocation of jobs to Technicians, and escalation of jobs to the correct technical level. + o Maintain a work schedule for the SWS team so that planned jobs are managed in conjunction with new jobs, and absences from the team are managed appropriately. + o Ensure call data is correct in Salesforce, including contact details, accounts, priorities and notes/descriptions. + o Invoicing of Work Orders is completed quickly, with guidelines used for invoicing values, notes being edited to ensure professional, easy to understand Technician notes are clear for our Customers. + o Complete quotations and communicate to customer as required by the SWS team. + o Attend to product complaints and customer complaints as per quality policy and processes + o Positively influence the goals of the Company by always promoting the Company’s products and services. + o Assist the other Customer Success teams as required by your manager. Knowledge + Ensure ongoing improvements in functional and technical knowledge via self-directed learning and proactive involvement in training and personal research. + Be an expert and assist in improving the DS SWS triage process, priority matrix, and escalation process. + Ensure ongoing currency of systems and procedures via self-directed learning and proactive involvement in training as required. + Ensure all assigned internal training is completed on time. Teamwork + Having a one team mindset is a cornerstone to overall success + Attend and participate in team meetings as required + All members of the team are expected to work collaboratively and provide back-up and support and share responsibility for completion of tasks as required. + Work with all other areas of the business to ensure the excellent delivery of all products and services to Dentsply Sirona’s customer. + Foster a one team culture and work as a team that reflects a solutions-focussed attitude and receives positive feedback from internal and external customers + Work closely with colleagues within the business to identify and leverage opportunities to expand Dentsply Sirona business and drive related objectives. Health and Safety + All employees have responsibility for managing their own health and safety + Adhere to all health and safety procedures and policies to ensure a safe working environment. + Proactively identify and report safety and health risks to ensure continuous improvement of occupational health and safety practices. + Wear all personal protective equipment as required. + Maintain awareness and understanding of safety procedures and adhere to these at all times. + Proactively report and manage safety issues. 1. Position Dimensions Number of positions reporting to this position is varied dependent on size and complexity of the region. + Number of direct reports; Nil + Number of matrix reports; Nil 1. Decision Making Authority + Reviewing policies and procedures and making recommendations as required + Approval as per Finance authority matrix 1. Relationships + All Dentsply Sirona team members, especially others associates within the customer success team, service, commercial, finance, supply chain + Customers + Third party service providers 1. Experience and Qualifications + Relevant tertiary qualification preferred. + Demonstrated experience in a multifaceted customer service position + 3 years of office administration experience + Experience in the dental industry is an advantage + Experience in managing and triaging incoming service related calls + Experience rostering or scheduling personnel in a system is an advantage + Computer experience and literacy with Microsoft office suite of products + A demonstrated ability to effectively multitask in a fast-paced environment + Experience with a customer relationship system (eg. SFDC) 1. Skills + Strong verbal and written communication skills + Logistical, organisational and time management skills, able to prioritise conflicting workloads and multitask + Ability to comprehend and triage technical issues that are described and apply a systematic approach to work towards resolution + High levels of attention to detail + Professional telephone manner + Ability to provide excellent customer service + Demonstrated initiative and proactive attitude with a sense of urgency and drive for results + Professionalism, including maturity of judgement and discretion + Strong proficiency with computer skills, proficiency in MS Office suite, Excel, Word, PPT + Strong interpersonal skills with a demonstrable ability to work in a changing environment. + Consistently demonstrating Company Values and standards and striving for continuous personal and professional development. + Willingness to contribute to and support team goals also with the ability to work autonomously. + Capacity to operate independently. Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities. We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand. We look forward to receiving your application. For more information about Dentsply Sirona, please go to www.dentsplysirona.com Please note Dentsply Sirona operates a direct sourcing model so please no agency introductions.