Customer Care Representative

Customer Care Representative responsible for responding to internal and external customer inquiries via phone and email, resolving issues within department standards and goals, and contributing to company revenue by meeting productivity and quality targets.

Responsibilities

• Answer inbound customer calls and emails related to placing orders, order status, product information, basic troubleshooting, or pricing.
• Regularly monitor emails and ensure department goals are met while providing exceptional customer service.
• Process customer orders and complaints in ERP system (Oracle) promptly and accurately.
• Proactively inform leadership of any foreseen issues or challenges.
• Collaborate with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales to resolve customer issues.
• Create and maintain customer accounts.
• Attend, understand, and actively participate in daily department Key Performance Indicator (KPI) meetings.
• Meet individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
• Resolve technical issues over the phone and prepare Return Merchandise Authorizations (RMA) as needed.
• Recommend 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.
• Attend required department trainings on and offsite when needed.
• Follow company policies and procedures including quality and safety.

Requirements

• 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.

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.

Physical Demands

• 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.

Pay

$21.80 - $26.70 per hour

Benefits

• Annual performance bonus.
• Medical, dental, and vision benefits.
• 401K match.