Dental Lab Front Office & Driver

If you like variety in your day, this might be a good fit. Part day in Front Office and part day picking up and delivering cases to dentist offices.  Sounds interesting, keep reading!

General Description of Function: 

Provide initial primary response to inbound customer calls.  Insure accurate and timely response to customer needs by appropriate team members, answer basic case questions, or schedule service for customers.  The Customer Service Representative will be able to provide guidance to the caller by assisting with customer issues through resolution, case follow-up and proactive communication with customers.

Provide pick-up and delivery services of laboratory cases or other related items to our customers/clients. This position is unique in that drivers are the “face” of the business; therefore, this position requires professional appearance and demeanor.

Primary Responsibilities and Essential Functions of the Position:

Customer Service:

• Answering Phones:

1. Answer incoming calls related to new cases requesting a Rush service

1. Answer incoming calls related to the turn-around time of a case already in the lab
2. Call on incoming cases that have insufficient time for fabrication
3. Call on all late cases due to production delays
4. Document all COD refused cases

• Cases Management:
  • Re-enter cases for billing purposes
  • Check QC pull report and make necessary changes and adjustments to dates
  • Open and set up new accounts and prospects accounts for cases and product orders
  • Re-activate existing accounts that begin to send cases again
  • Enter new case information into dental lab management software daily
  • Invoice outbound cases 
  • Verify case received against account number
  • Search and identify incorrect case accounts
  • Enter hold cases for DLMs and apply case bar code label accordingly
  • Enter lab verification cases
  • Generate and check the variety of reports and update accordingly
  • Gather information, record in system, resolve mixed case issue scenarios

Driver:

• Creates and follows the most efficient routes for delivering goods, and sorts items to be delivered according to the delivery route.
• Loads bags, containers, and/or vehicles with items to be delivered, and ensures they are loaded correctly.
• May service vehicle driven, such as checking fluid levels and replenishing fuel.
• Provide daily pick-up and delivery of products as requested or assigned.
• Represent Apex Dental Laboratory Group to all customers with courtesy, respect and focus in exceeding their expectations.
• Maintain an excellent driving record, observing all rules of the road and proper safety at all times.
• Actively participate and share ideas for change that will positively affect the relationship Apex Dental Laboratory Group has with its customers.
• Meet the needs of the customer by being flexible and receptive to changes/alterations in the delivery route.

Skills and Abilities Required:

• Strong computer skills – MS Office - Excel, Word, Outlook
• Intermediate level of comprehension of dental terminology a plus
• Ability to manage the daily workload following management policies and procedures
• Good organization skills
• Strong verbal and written communication skills
• Valid Driver’s License

Minimum Education and Experience Required:

Hazardous Materials or Equipment Used:

Physical Requirements:

• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• May have long periods of sitting at desk and high-volume phone calls.
• Regular need to write or use a keyboard to communicate through written means.
• Some lifting between 5 to 20 lbs. may be required.