Customer Care Representative

About the role

The Customer Care Representative will be responsible for responding to internal and external customer inquiries via phone and email and resolve issues within department standards and goals. They will be responsible to contribute to company revenue by consistently meeting productivity and quality standards.

Responsibilities

• Answers inbound customer calls and emails related to placing orders, order status, product information, basic troubleshooting, 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.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to function in a fast-paced environment, where priorities may change rapidly.

Skills

• 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.

Education And Experience

• High school diploma or equivalent required.
• Minimum of 1-year relevant customer service work experience preferred.
• Experience providing customer service to international customers, highly preferred.

Pay

The target market salary range is $21.80 - $26.70 per hour. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.