Customer Care Representative
Envista
- Madison, WI
- $19.30-22.20 per hour
- Permanent
- Full-time
- Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
- Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
- Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
- Proactively informs leadership of any foreseen issues or challenges.
- Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
- Create and maintain customer accounts.
- Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
- Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
- Resolves technical issues over the phone and prepares Return Merchandise Authorizations (RMA) as needed.
- Recommends specific products to proactively close phone sales.
- Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
- Complete annual compliance trainings via computer.
- Attends required department trainings on and offsite when needed.
- Follows company policies and procedures including quality and safety.
- High school diploma or equivalent required.
- Minimum of 1-year relevant customer service work experience required.
- Experience providing customer service to international customers, highly preferred.
- Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
- Proven success in quickly learning computer systems required.
- Excellent data entry accuracy and strong attention to detail required.
- Effective verbal and written communication skills in English required.
- Proficiency in reading and interpreting documents in English required.
- Proven success in prioritizing assigned work required.
- Ability to gather, understand, and interpret information required.
- Good analytical and conceptual thinking skills required.
- Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
- Customer-centered mindset and ability to effectively deescalate emotions required.
- Constantly sits.
- Frequently uses hands and fingers.
- Occasionally walks and stands.
- Rarely bends and stoops.
- Occasionally reaches up/down with arms.
- Occasionally lifts and/or moves up to 5 lbs.