Customer Care Representative

Envista Holdings Corporation; Alabama; On-site; USD 30,031 - 36,781; Full time

Job summary

Envista Holdings Corporation is seeking a Customer Care Representative to respond to internal and external inquiries by phone and email, process orders, and resolve issues within department standards. You will contribute to revenue by meeting productivity and quality goals while providing exceptional service.

The role requires strong communication, data entry accuracy, and proficiency with Microsoft Office and basic ERP systems.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year of relevant customer service experience.
• Experience serving international customers is a plus.
• Strong communication and data entry accuracy required.

Responsibilities

• Answer inbound customer calls and emails related to placing orders, order status, product information, basic troubleshooting, or pricing.
• Process customer orders and complaints in the ERP system (Oracle) promptly and accurately.
• Meet department KPI targets and contribute to high customer satisfaction.
• Collaborate with logistics, regulatory, supply chain and sales to resolve issues.

Skills

Communication skills

Data entry

Microsoft Office

Customer service

English proficiency

Problem solving

Education

High school diploma or equivalent

Tools

Oracle ERP

Job description

Position Summary

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 contribute to company revenue by consistently meeting productivity and quality standards.

Essential Duties and 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 the 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, and 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.
• 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.

Job Requirements

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must function in a fast-paced environment where priorities may change rapidly. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Skills and Abilities

• 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

Reasonable accommodations 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.

Target Market Salary Range

$21.80 – $26.70 per hour.

Equal Opportunity Employment

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.