Office Admin in Waunakee, Wisconsin at Frontier Dental Laboratories, Inc.

Location: Waunakee, WI
Schedule: Full-Time | Monday–Friday | 8:00 AM–5:00 PM

D&S Dental Labs is seeking a detail-oriented Laboratory Operations Coordinator to join our team. In this multifaceted role, you will provide exceptional customer service, manage case entry with precision, and coordinate shipping and receiving activities to ensure seamless laboratory operations

About D&S Dental

D&S Dental Lab has been a trusted partner to clinicians across the nation for decades, providing restorative solutions that combine unmatched craftsmanship with state-of-the-art digital technology.

Learn more about us: https://dnsdental.com

Primary Responsibilities

Customer Service & Front Office

• Answer incoming phone calls and emails professionally
• Assist doctors' offices with case questions and scheduling
• Provide updates on case status and delivery times
• Resolve customer concerns and escalate issues when necessary
• Maintain customer accounts and contact information
• Monitor customer satisfaction and follow up on issues

Case Entry & Book-In

• Review prescriptions (RXs) for accuracy and completeness
• Enter cases into the laboratory management system
• Verify doctor preferences and special instructions
• Assign correct product codes and pricing
• Generate work tickets and book-in slips
• Communicate with offices regarding missing information
• Ensure all digital scans and files are attached correctly

Shipping & Receiving

• Process incoming and outgoing cases
• Create shipping labels and manifests
• Verify shipping addresses and delivery instructions
• Coordinate with carriers (Spee-Dee, UPS, FedEx)
• Track shipments and resolve delivery issues
• Maintain shipping records
• Assist with case packaging and quality checks before shipment

Skills & Qualifications

• Strong phone and communication skills
• Exceptional customer service skills
• Computer proficiency
• Strong attention to detail
• Ability to multitask in a fast-paced environment
• Professional and courteous phone etiquette
• Data entry experience
• Understanding of dental terminology preferred
• Ability to follow SOPs consistently
• Organizational skills and ability to work under deadlines
• Knowledge of shipping software preferred

Performance Expectations

• Maintain a positive and professional attitude
• Demonstrate excellent phone etiquette and customer service
• Follow company SOPs and doctor preferences
• Meet productivity and accuracy goals
• Communicate effectively with customers and team members
• Demonstrate accountability and ownership of work
• Maintain confidentiality of customer and company information
• Support teamwork and continuous improvement initiatives
• Arrive to work on time and maintain dependable attendance

• Medical, Dental, Vision, and Supplemental Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Flexible Spending Accounts (FSA)
• Life Insurance
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)