Customer Care Representative

Nobel Biocare; Madison (WI); On-site; USD 30,000 - 37,000; Full time

Job summary

Nobel Biocare in Madison, WI is seeking a Customer Care Representative to respond to customer inquiries by phone and email, process orders, provide product information and resolve issues in a fast-paced environment.

You will collaborate with logistics, regulatory, supply chain and sales to resolve issues, maintain customer records in Oracle ERP, and meet KPI targets and service levels while following company policies.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of relevant customer service experience preferred.
• Experience serving international customers highly preferred.

Responsibilities

• Respond to inbound calls and emails regarding orders, status, product information, troubleshooting or pricing.
• Monitor emails and help meet department goals while delivering great service.
• Process orders and complaints in Oracle ERP accurately and promptly.
• Collaborate with logistics, regulatory, supply chain and sales to resolve customer issues.
• Attend KPI meetings and strive to meet individual metrics (e.g., talk time, service levels).
• Handle RMAs and resolve technical issues by phone.

Skills

MS Office

Data entry

English communication

Attention to detail

Deescalation

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

Essential Duties And 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.

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.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements

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

• 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.

IND123

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. 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.

$21.80 – $26.70 per hour

Operating company:Nobel Biocare

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. The “EEO is the Law” poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf