Bilingual Account and Customer Service Representative

  • Clinical Research Dental Supplies and Services Inc.
  • Upper Level - 200 167 Central Avenue, London, ON, Canada
  • Jul 23, 2019
Customer Service

Job Description

Are you interested in joining a small and dynamic sales team that includes continuous learning and good bonuses? Are you interested in a growth opportunity that includes learning opportunities?

We have the opportunity for you..

At Clinical Research Dental, it is our mission to support, promote and teach better dentistry through the presentation of clinical seminars, workshops, and scientific research studies and to provide only clinically proven products to dentists throughout North America via a highly trained and skilled technical support staff.

We have an immediate and exciting career opportunity for a full-time permanent Inside Managed Account Representative – Bilingual to join our team in our downtown London, ON office.

Position Summary:
Reporting directly to the Inside Sales and Customer Service Manager, the Managed Account Representative is responsible for handling a specific group of Customers within territories.  The role includes developing quality relationships with our customers, providing superior customer service and increasing sales, under the guidance of the Inside Sales Manager.  This position also assists our clients in understanding the clinical applications and related techniques for the products we sell, along with informing them of new product and technique development, up-coming seminars, conventions and events. The role may involve attending a limited number of seminars, trade shows and hands-on workshops.

The Responsibilities:
Creating Qualities Relationships with Customers
  • Each MAR is responsible for maintaining a territory base of existing and prospective customers. Client should be contacted in a regular calling cycle based on their Customer rating.  MAR’s are responsible for making outbound calls to their client base in accordance with the KPI’s given to them. 
  • The MAR must build trust with their client base by educating themselves on the structure of their client’s offices.  Understanding whom their contacts and what times are best to communicate with them is an important part of this relationship.
  • The MAR should have a topic on each outbound call to speak about.  To do this effectively the MAR should know and understand the products and techniques that the dentist may use in their office
Providing Superior Customer Service
  • The Account Rep should be familiar with their entire territory base.
  • Inform their clients of any upcoming seminars, tradeshow and workshops, as they become available. Knowledge of all products to provide technical assistance and provide informed information to their clients on our products.
  • Handling of all customer complaints returns and orders for the territory.
  • Implement the IDEA approach (Introduce Diagnose Educate Agreement) on all inbound and outbound calls with each client.
Increase Customer Sales
  • To evolve every client into a good customer by maximizing the number of products used by each account by getting more products into their office using the IDEA approach.
  • To monitor, assist and maintain existing product users by providing technical support and understanding of the product uses.
  • To probe for opportunities to increase product usage, sell additional products and plant seeds for new products by understanding the clients needs with Diagnostic Questions.
  • To introduce new products using the IDEA approach.
Educate our Customers about our Products, Techniques and Services.
  • Continuous Education and Self learning is an important part of this role.
  • Understanding and learning about techniques being used in our clients office to insure they are using the products correctly and probing for more product usage.
  • Clients are educated on clinical techniques of all products or informed of where this information is available.
  • Providing accurate information or finding the correct information to offer our customers.
Desired Experience and Qualifications:
  • Must be bilingual – French and English.
  • Post secondary education and/or equivalent experience.
  • Strong computer and organizational skills. Intermediate Excel skills a must.
  • Team player.
  • Sales background preferred.
  • Dental experience an asset.
  • Demonstrates integrity and ethics; sets a personal example.
  • Services customers by meeting their needs and focusing on customer satisfaction.
  • The ability to work well and build co-operative relationships with people at all levels.
To Apply:
Interested applicants encouraged to apply via email with a resume to and reference to job “MAR – Bilingual” in the subject line.

We thank all those who are interested in this opportunity. Only those applicants selected for an interview will be contacted.
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodation, please let us know at the time of contact.