Customer Care Representative I

Job Description:

Envista is a global leader in the dental industry, uniting more than 30 trusted brands including DEXIS, Kerr, Nobel Biocare, and Ormco under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years.  Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System.  Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care today and for the future.  Learn more at http://envistaco.com. 
 

POSITION SUMMARY: 

The Customer Care Representative I will be primarily responsible for answering internal and external customer calls promptly and professionally. In addition, they will respond to customer inquiries via email and electronic data interchange (EDI). They will contribute to company revenue by consistently meeting productivity and quality standards. 

Job Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promptly answers a high volume of customer phone calls professionally within department standards.
• Handles internal and external customer inquiries via Customer Relationship Management (CRM).
• Develops and maintains knowledge of the majority of product lines.
• Regularly monitors assigned open cases in the CRM system and prioritizes cases to ensure department goals are met while providing exceptional customer service.
• Enters promotional orders in the CRM system to support department Key Performance Indicators (KPIs).
• Accurately documents and processes customer complaints in Enterprise Resource Planning (ERP) system (Oracle) and escalates to designated departments for further investigation when required.
• Supports the coordination of repairs and replacements and processes credits and debits.
• Creates and maintains customer accounts.
• Completes special projects to support internal and external customers.
• Consistently meets individual goals and objectives.
• 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.
• Attends, understands, and actively participates in daily department KPI meetings.
• Participates in continuous improvement activities under Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Attends required department training on and offsite when needed.
• Follows company policies and procedures including quality and safety.

Operating Company:

Kerr

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.