Manager, Customer Experience Jobs in Manchester, NH at NDX Corporation

Title: Manager, Customer Experience

Company: NDX Corporation

Location: Manchester, NH

Salary: $80K – $100K*

Category: Healthcare

Job Description

As the Customer Experience Manager within National Dentex and H&O Dental Lab, your primary responsibilities is to facilitate organic growth (internal growth) and Client retention while gaining and growing new clients in a professional and ethical manner. Success will require a combination of hard work, internal coordination, and strong communication with clients. Success must also be rooted in a strong set of fundamentals predicated on a Client Centric Philosophy. The objectives, activities and responsibilities set forth in these guidelines are the building blocks to success. Time management, ability to prioritize, and keep situations and tasks in perspective will be critical to your success.

You will be responsible for assisting, coordinating, and championing customer inquiries with external customers, laboratory leadership, sales, marketing and other internal departments. The Customer Experience Manager will provide guidance with customer issues through resolution, case follow-up, and proactive communication with new and active customers as well as provide overall leadership and technical assistance across the laboratory. This Customer Experience Manager will have the ability to assist with the more complicated issues as well as offer technical assistance to the client.

Primary Responsibilities and Essential Functions of the Position:

Serve as the “ears” of the laboratory.

Handle and resolve the most complex customer inquiries as well as technical issues.

Analyze remakes by customer and ensure any issues are resolved.

Follow up on all Customer Relations Reports to be sure the issues identified are resolved to the doctor’s satisfaction.

Completely and legibly fill out Technical Time Saver notes

Forward information such as literature to accounts and prospects

Utilize interactions with doctors and staff as cross selling opportunities and to create a positive image for the lab.

Responsible for participating in the promotion of new products to client base.

Support and provide assistance for all continuing education program facilitation, dental related trade shows and/or conferences

Help obtain quotes on printing, supplies, and other marketing materials.

Organize and execute mailings

Be courteous and treat external as well as internal customers with respect

Organize work area for functionality

Follow all safety rules and regulations

Work with the sales team as well as production team to troubleshoot problems

Assist with the Client at Risk Report

Evaluation of Remake Pans

Must be available for out of town travel, when required.

Complete and submit expense reports timely and accurately.

Facilitate lab tours

Effectively manage time and resources.

All other duties as assigned by the General Manager.

Skills and Abilities Required:

Understanding of Dental industry, dental offices, and National Dentex; Preferred.

Must be able to read, write, speak and understand English.

Must have computer skills including typing and familiarity with Microsoft Office products.

Verbally communicate via telephone-maintaining a positive manner

Verbally communicate with all levels of team members, leadership and customers maintaining a positive and professional demeanor.

Ability to communicate complex subject matters to a wide variety of audiences.

The ability to take initiative

Excellent listening Skills

Excellent decision-making abilities.

Attention to detail and a…


About NDX Corporation