Customer Success Representative

Monday - Friday, 8:00 am - 4:30 pm

Hybrid Schedule: 2 work from home days a week!

About Us

At Argen, we're in the business of creating healthy, confident smiles one case at a time. Argen is a global leader in dental manufacturing with headquarters in San Diego, CA, subsidiaries in Canada, Germany, UK, and China, and sales in 105 countries worldwide. We are 500 team members strong. Founded more than 50 years ago as a precious metals company in South Africa, Argen has grown to become the largest dental zirconia manufacturer in North America, largest dental alloy provider worldwide, and leader in digital dentistry solutions with a product offering that spans fixed, removable, ortho, implants, and equipment. Our 140,000 square foot manufacturing center houses more than 150 3D printing and milling machines and operates six days a week. Argen's products are held to the highest standards of quality, and are FDA 510(k) cleared, ISO 13485 certified, and MDSAP compliant. Argen embodies a culture of innovation, continuous improvement, and LEAN practices in support of our mission to help our dental laboratory customers succeed.

About the Opportunity

The Customer Success Representative is responsible for retaining customers purchasing Argen products and services while delivering superior customer service. This position works in unison with the outside sales team to support customer needs throughout sales and fulfillment processes.

In this role, the successful candidate will:

• Manages customer retention through incoming and outgoing calls.
• Upsells existing accounts on products.
• Ensures all accounts are actively purchasing Argen products.
• Logs and triages inbound account inquiries and follows processes to ensure all issues are resolved.
• Documents all account interactions within Argen's CRM and ERP systems.
• Participates in quarterly sales initiatives to maintain KPIs.
• Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts.
• Communicates with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.
• Provides feedback to business development on additional products that may be beneficial to add to the Argen product suite.
• Provides feedback on the Argen website to improve usability and customer adoption and retention.
• Develops and evolves existing processes to improve the onboarding process and general purchasing procedures.
• Other duties as assigned.

What does it take to be successful?

• Excellent interpersonal skills. Able to communicate with ease with all levels of staff, management and customers.
• Fast learner with technical aptitude and high attention to detail.
• Able to multi-task effectively and efficiently.
• Able to meet tight deadlines in a fast-paced team environment.
• Ability to prioritize, stay organized and focused.
• Can deliver a customer focused service to internal and external customers.
• Able to work collaboratively on a team, but can also work autonomously.
• Outgoing, friendly, enthusiastic, professional, self-motivated and positive.
• Ability to work under pressure & demonstrate a can do attitude.
• Experience interacting with customers, 1 plus years preferred.
• Bachelor's degree from an accredited four-year college or university preferred.
• Strong written and verbal communication skills, face to face and over the phone.
• Extensive experience with online e-commerce platforms preferred.
• Delivery and solution focused attitude.
• Technical aptitude and analytical propensity.
• Experience working with CRMs (Salesforce) and ERPs (QAD).
• Knowledge of cGMP regulations ISO 13485, 21CFR Part 820, CMDR SOR/98-282, 93/42/EEC, RDC 16 2013, MHLW MO 169 and TG(MD)R Sch3 preferred.

Our Awesome Benefits!

Working for a growing innovative company like Argen means exciting opportunities for training and learning, career development and advancement from only the best in the dental industry. With all that hard work, Argen is committed to ensuring the welfare of its employees and provides an amazing benefit package that includes:

• Health Plans
• Dental Plans
• Vision Plan
• 401k with Employer Match
• Paid Time Off and Paid Holidays
• Employee Events
• Wellness Programs
• Discounts for home, travel, entertainment, relaxation that includes Mobile phone service, Technology, Airline and Hotel, Theater/Theme Park tickets, Restaurants and so much more!

EOE/M/F/Vet/Disabled VEVRAA Federal Contractor