Customer Care Systems & Process Associate Full Time NEW

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century 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 dental care. Dentsply Sirona’s headquarter is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.

Customer Care System and Process Associate

We are looking for a Customer Care System and Process Associate to support the UK & Ireland Customer Service team by managing system issues, reporting activities, and process improvements. This is a hands-on role, with direct involvement in daily customer service operations and close collaboration with internal stakeholders.

Key Responsibilities

• Identify, fix, and escalate ERP and system issues in line with KPIs
• Perform daily system checks (shipping, invoicing, backlog orders)
• Produce and analyse reports from ERP, Salesforce, and Avaya to identify issues and trends
• Manage escalations, customer queries, and complaints via Salesforce
• Act as liaison between Customer Service, GBS, and IT for escalated topics
• Raise and follow up IT helpdesk tickets
• Support audits, projects, and continuous improvement initiatives
• Act as point of escalation for the Customer Service team
• Support daily operations when required (phones, order entry, customer communication)
• Maintain documentation (Super User guides, WIs, JAs) and support team training

Requirements

• Previous experience in a Customer Service or Customer Support environment
• Experience in dealing directly with customers and operational issues
• Good knowledge of ERP systems and CRM tools (Salesforce preferred)
• Strong analytical and reporting skills
• Excellent MS Office skills
• Hands-on, proactive, and problem-solving mindset (divergent thinking)
• Ability to work with KPIs, priorities, and cross-functional teams

Besides an attractive remuneration package, you will also be eligible for a variety of employee benefits, such as:

26 days’ annual leave, an attractive company pension scheme and a flexible benefit scheme (including health insurance, dental cover, medical cash plan…).

We attach great importance to your development: a comprehensive induction, further training opportunities and access to LinkedIn Learning are available to you. Take advantage of personal and professional development opportunities through our worldwide mentoring and coaching program. In addition, we offer an extensive, global employee assistance program that provides a wide range of benefits as well as retirement benefits.

Equal Opportunity Employer: Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility: All successful applicants must be eligible to work in the country the position is based.

Assistance: If you need assistance with completing the online application due to a disability, please send an accommodation request to accommodationrequest@dentsplysirona.com.

Agencies: Please note that Dentsply Sirona does not accept or respond to unsolicited requests or applications submitted by Recruitment Agencies/ Search Firms.

Notice on Fraudulent Job Offers: Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com.