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Customer Care Systems – Process Associate
Dentsply Sirona. Support the UK & Ireland Customer Service team by managing system issues, reporting activities, and process improvements .
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Support the UK & Ireland Customer Service team by managing system issues, reporting activities, and process improvements
- 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
What you’ll need- 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
Benefits
Comp & perks- 26 days' annual leave
- Attractive company pension scheme
- Flexible benefit scheme (including health insurance, dental cover, medical cash plan)
- Comprehensive induction
- Further training opportunities
- Access to LinkedIn Learning
- Worldwide mentoring and coaching program
- Extensive global employee assistance program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ERP systemsSalesforceanalytical skillsreporting skillsMS Officeproblem-solvingprocess improvementssystem checkscustomer communicationdocumentation
Soft Skills
proactive mindsetdivergent thinkingcustomer serviceinterpersonal skillsteam collaborationescalation managementoperational issue resolutiontraining supportattention to detailadaptability