Customer Care Specialist

Job Description:

Position Summary: The Customer Care Specialist will be responsible for accurately entering overseas orders promptly and professionally. Individual will respond to internal and external customer inquiries via phone and email and resolve issues within department standards and goals. They will contribute to company revenue by consistently meeting productivity and quality standards.

Job Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Through the utilization of a Customer Relationship Management (CRM) system, perform the following within department standards: respond to customer inquiries and requests; and resolve issues.

• Regularly monitor assigned open cases in the CRM system and prioritize cases to 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.

• Effectively collaborate with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, sales when needed to resolve customer issues.

• Create, and maintain customer accounts.

• Attend, understand, and actively participate in daily department Key Performance Indicator (KPI) meetings.

• 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 training on and offsite when needed.

• Follow company policies and procedures including quality and safety.

Incidental Duties: The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Job Requirements:

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.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• B2+ level of English proficiency in all domains required.

• 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.

Skills and Abilities:

• Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.

• Ability to type 50wpm with 95% accuracy required

• Proven success in quickly learning computer systems required.

• Strong attention to detail is 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.

• Ability to multitask and prioritize required

PREFERRED SKILLS:

• Ability to perform tasks with limited supervision

OTHER QUALIFICATIONS:

Physical Demands: Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• 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.

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.