Senior Business Specialist - DSO

Straumann Andover , MA 01810

Posted 1 week ago

Company Description


Ready to make an impact?

We develop, manufacture and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.

#WeChangeDentistry every day. Be part of it.

Job Description

Position Summary

Dental Service Organizations (DSO) are large, chain dental customers with specific needs and service requirements that are clearly defined and governed by a signed customer agreement. This position will drive the processes and workflow that facilitate the delivery of this specialized breed of customer service. This position also supports the daily operation through the prioritization of customer-facing tasks, while supporting the Sr. Manager with projects, processes, and analytics.

Job Responsibilities

  • Defines best practices for the use of SAP and Jet Stream to establish & maintain customer master data, customer hierarchies, price lists, pricing discounts, rebates, etc.

  • Handles all order-based transactions; including Purchase Orders, billing consumption and replenishing both standard and RFID consignments.

  • Manages consignment stock to targets, coordinates annual counts and reconciliation.

  • Troubleshoots and resolves escalated customer issues - including RFID cabinet malfunctions and EDI order interruption.

  • Liaises across teams and departments as necessary to deliver a seamless customer experience.

  • Develops business programs enhancements to meet changing customer demands.

  • Develops process improvements to enhance efficiency and effectiveness.

  • Ensure integrity and consistency in business workflow.

  • Identify business constraints and accordingly develop corrective actions.

  • Analyze root causes of business issues and develop appropriate resolutions.

  • Respond to queries and concerns from management and customers in a timely manner.

  • Review business agreements including confidentiality agreements, and purchase agreements.

  • Obtain and analyze business data for critical decision-making purposes.

  • Develop and deliver both internal and external business presentations.

  • Schedule business trainings and maintain training materials.

  • Maintains broad knowledge about company business procedures.

  • Key participant of the DSO Implementation Project Team.

In addition, this position will:

  • Improve and document DSO policies and procedures to gain efficiency and promote accuracy.

  • Ensure quality management of customer hierarchal account set up.

  • Support customers by providing ad hoc reporting, resolving billing discrepancies, etc.


Minimum Qualifications

  • Requires a college degree in management information systems, information technology, with 3 years of general business-related experience

  • High proficiency in SAP SDMM module (eg key end user, customer hierarchies, queries, etc)

  • Maintaining and supporting business systems including assisting users with system and SAP functionality and technical issues.

  • Demonstrated expertise in workflow optimization as well process development and improvements.

  • Analytical problem solving (ability to sift through data using Excel, identify anomalies, etc).

  • Entrepreneurial spirit with proven independent decision making

  • Self- starter with ability to multi-task and prioritize effectively

  • Ability to assimilate contract details into daily activities and interactions

  • Strong presentation skills.

Additional Information


  • Strong work ethic and self-motivated to make a high volume of outbound sales calls daily.

  • Must possesses a positive mindset, open to coaching and learning, resourceful, collaborative and self-driven.

  • Collaborative in approach to working with other teams in the organization. Ability to build relationships and win the confidence of both the Customer and Peers.

  • Enjoy working in a collaboratively competitive and fun environment. Achieve your goals while also making others around you better too!


  • Is inquisitive and actively seeks knowledge, clarity and context.

  • Must be a professional capable of clearly and concisely communicating essential information including products, programs, and promotions.

  • Possess a go-getter attitude! You strive to turn any "No!" you get into a "Yes!"

  • Work with a sense of urgency, yet maniacally process oriented and customer focused.

  • Consultative, enthusiastic, thoughtful, and empathetic in your professional communication - know your stuff so you can think on your feet in a conversation or during a product demo.

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Senior Business Specialist - DSO