Lab Customer Service Representative

About the role

Located in Tonawanda, NY, Great Lakes Dental Technologies seeks a Lab Customer Service Representative I who serves as a primary point of contact for laboratory customers by responding to inquiries, providing case status updates, resolving basic service concerns, supporting order and case-related processes, and educating customers on GLDT services, products, and online tools. This role helps ensure a positive customer experience through accurate communication, timely follow-up, and collaboration with internal laboratory and customer service teams.

Responsibilities

• Responds to customer inquiries, concerns, and complaints related to laboratory services in a professional, timely, and accurate manner.
• Provides case status updates, responds to tracer requests, and follows up with customers regarding due dates, missing information, and unresolved case issues.
• Reviews and resolves basic customer service matters, including credits, returns, repairs, web supply requests, and case-related questions.
• Provides Level 1 technical customer support as needed, including basic appliance questions, upper/lower appliance clarification, opposing model requirements, DentaSoak usage and ordering, and requests for permission to add clasps, remounts, or change clasps.
• Educates customers on GLDT products, services, website tools, case tracking, literature, prescriptions, and flyers.
• Follows up on customer complaints and service concerns to ensure timely resolution and a positive customer experience.
• Supports new account follow-up by gathering customer information for internal use and promotional campaigns.
• Verifies customer information, including customer addresses, patient names, and case-related details, to support accurate order processing and communication.
• Receives and processes overflow headgear orders, web orders, and other customer requests as assigned.
• Participates in special project call campaigns, including promotional calls, due-date calls, and other customer outreach initiatives.
• Performs case entry coverage as needed to support department workflow.
• Resolves unknown customer shelf issues and supports follow-up related to unidentified or incomplete cases.
• Performs cancel and trash processes in accordance with department procedures.
• Makes Level 1 policy calls as defined by the Manager of Lab Customer Service.
• Reconciles UPS/FedEx bills and assists with other administrative tasks related to customer service operations.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• One year of customer service, technical support, dental, orthodontic, medical, or related experience preferred.

Skills

• Customer service orientation
• Clear verbal and written communication
• Attention to detail and accuracy
• Problem solving and follow-through