Sales Support Coordinator

  • Irvine, CA, USA
  • Full-time

Company Description

BIOLASE, Inc. is a medical device company that develops, manufactures, markets, and sells laser systems in dentistry and medicine and also markets, sells, and distributes dental imaging equipment, including CAD/CAM scanners. BIOLASE’s products are focused on better enabling clinicians to repair and restore patient’s dental conditions while reducing the pain, fear, and anxiety generally associated with dentistry. BIOLASE is committed to elevating the standard of care in dentistry, while enabling clinicians to achieve better business returns.

Job Description

The Sales Support Coordinator is responsible for ensuring customer satisfaction by interfacing with customers, troubleshooting issues to resolution and enabling the success of the sales team. Process online orders on behalf of customer using the BIOLASE online store and/or Great Plains (GP). Serve as a liaison between Sales Support, Finance and Account Managers / Practice Development Specialists to ensure timely closure of finance / payment terms.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  1. Answer incoming phone calls from Customer and provide assistance or direction, as needed.

     

  2. Send welcome email to Diode customers,               

    1. Orders with trade-in create and attach a FedEx label. 

    2. Payment plan credit invoice copy and attach invoice to email.

       

  3. Follow-up on diode trade-in until unit is received at BIOLASE.

    1. Ensure CRM is updated accordingly

       

  4. Follow-up on MD trade-in until unit is received at BIOLASE.

    1. Ensure CRM is updated properly

       

  5. Orders that include online store credit

    1. Track order until paid in full

    2. Then create an online store account

    3. Email notification to customer of their credit.

       

  6. Orders that include rebates

    1. Track order until paid in full

    2. Request check

    3. Notify customer check has been mailed

       

  7. Diode Online training (DOT)

    1. Send out DOT registration email

    2. When customer replies with list of individuals set-up account in WCLI website. 

    3. Email each person with their username and password

    4. Record the user on the Voucher excel file.

       

  8. Provide support to Sales Team

     

  9. Key contact for TRIOS tips and accessories orders

     

  10. Place online store orders

     

  11. Issue return authorizations (RA) for returns, as needed

    1. Once returned and a refund is processed to online store account or cc notify the customer of the refund

       

  12. BRASS registration 

    1. Maintain on going list of EXPRESS customer and BRASS log-in

       

  13. Provide back-up coverage for Ambassador position

Qualifications

The ideal candidate will have at least 1 - 2 years of demonstrated successful experience interfacing with customers. Excellent phone and email communication skills, troubleshooting skills and ability to successfully collaborate with customers and colleages as required. Must be able to multi-task and handle multiple priorities simultaneously. Must have experience working independently to complete work assignments on time.

 

Additional Information

BIOLASE offers the opportunity to be part of a company that continues to grow based upon its existing reputation for innovative, disruptive, and practice-enhancing products. If you would like to be considered for this opening, please apply online.

BIOLASE is an Equal Opportunity Employer (EOE M / W/ Vets / Disabled)