Job Description

Grow your Career with a Caring Company!

Komet 100 years of unparalleled excellence in the dental industry and is recognized as a worldwide leader in the production of highly specialized dental burs, discs, diamonds, endodontic instruments and accessories.

Komet USA was established in 2007 and is built on Komet’s founder’s vision of a global company operating with a small-town approach. The Komet organization reflects back to the philosophy of successfully merging tradition with innovation. These values have led the global company through decades of success, resulting in an enduring reputation for imagination, excellence and value. By hiring and working with people who practice this philosophy and these values, everyone on the Komet USA team can provide a meaningful contribution.

Komet is family-owned and our company culture emulates that premise. Komet’s greatest assets are our employees and we mean it!

Company Benefits include:

Unlimited Paid Time Off (PTO) starting first day of work

Company paid holidays

401K with company matching option

Additional Benefits are effective the 1 st day of the month after the month you start:

Medical, dental, vision

Short term disability

FSA & HSA cards

Company paid life insurance and long-term disability

Summary/Objective

The Strategic Markets/Specialized Organizations Customer Service Representative (CSR) serves as a key liaison between Komet USA and its current and prospective customers, with a particular focus on maintaining and supporting National Account customer relationships . This role is responsible for building trust, managing inquiries and escalations, and ensuring a seamless customer experience tailored to high-value accounts.

Essential Functions

• Serve as the primary point of contact for Strategic Market and/or Specialized Organization customers.
• Develop, maintain, and support long-term relationships with National Account customers to ensure satisfaction and retention.
• Work closely with internal departments and field sales to address the unique needs of National Accounts.
• Update account information and work with District Managers to effectively service National Account and other assigned accounts.
• Manage inbound communications (calls, emails, texts, faxes) in a prompt and professional manner.
• Assess and respond to customer needs, resolve complaints, and offer effective solutions.
• Own the customer interaction lifecycle, including follow-ups and escalated issues.
• Accurately document and route product complaints to internal stakeholders as needed.
• Provide accurate pricing, delivery timelines, and payment terms based on product knowledge.
• Identify upselling opportunities and promote additional products when appropriate.
• Maintain detailed records of all customer interactions in the CRM system.
• Develop expertise in the company’s product lines to better assist customers.
• Proactively communicate with customers regarding shipment delays, material shortages, or tracking updates and assist in finding optimal resolutions.
• Enter and process orders with precision and efficiency in the CRM system.
• Update account information and collaborate with the District Manager to service assigned accounts.
• Coordinate follow-up activities with field sales representatives as needed.
• Apply training knowledge to improve customer service and support sales initiatives.
• Consistently demonstrate a positive, empathetic, and professional attitude.
• Offer insights to enhance the customer service process.
• Uphold strong personal standards for motivation, time management, and productivity.
• Facilitate and support customer contract renewals and updates.

Qualifications/Skills

· Strong organizational and planning skills are required.

· Solid analytical and critical thinking skills are required.

· Superior time management skills, with the ability to prioritize and manage multiple projects simultaneously.

· Ability to serve as a knowledgeable resource and coach.

· Excellent interpersonal, verbal, and written communication skills in dealing with Team members, Customers, Sales and Operations personnel daily.

· Ability to engage management, decision makers and influencers at any level.

· Ability to foster collaborations across various departments and levels of engagement.

· Proficiency with Komet SharePoint, MS Word, Excel, Power Point, CRM, and AX.

· Advanced troubleshooting and critical thinking skills.

· Ability to manage multiple issues under stressful conditions.

Reports to:

Inside Sales & Customer Service Manager

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and copiers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday variable hours. Hybrid option is available.

Travel

This position requires no traveling.

Required Education and Experience

· At least 2 years of sales support experience preferred.

· Must have a 2-year college degree.

EOE, including disability/veteran

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