Customer Care Representative

Envista; Madison (WI); On-site; USD 44,800 - 69,400; Full time

Benefits offered by this job

Health & Wellbeing benefits

Retirement & Financial Benefits

Life & Disability Insurance

Paid Time Off

Learning & Career Development

Job summary

Envista is seeking a Customer Care Representative in Madison, Wisconsin to respond to internal and external customer inquiries by phone and email and resolve issues within set standards. The role involves processing orders, tracking status, and assisting with returns using Oracle ERP, ensuring accurate data entry and timely service.

You will collaborate with logistics, regulatory, supply chain, and sales teams, maintain customer accounts, and contribute to achieving KPI targets while delivering

Qualifications

• 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.
• 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.

Responsibilities

• Answers inbound calls and emails related to orders, status, product information or pricing.
• Processes customer orders and complaints in the ERP system (Oracle) promptly and accurately.
• Collaborates with logistics, regulatory, supply chain and sales to resolve issues.
• Creates and maintains customer accounts and assists with returns (RMA) as needed.
• Attends KPI meetings and strives to meet individual metrics and service levels.
• Resolves technical issues over the phone and de-escalates when needed.
• Provides product recommendations to close phone sales.
• Participates in Envista Business System improvements to boost performance and customer satisfaction.

Skills

MS Office

Outlook

Excel

Data entry

English communication

Attention to detail

Analytical thinking

Customer rapport

Deescalation

Education

High school diploma or equivalent

Tools

Oracle ERP

Job description

United States of America, Wisconsin, MadisonR5026840United States of AmericaCustomer SupportJob descriptionPosition 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.Job requirementsQualifications: 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.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.#LI-TP1IND123Target Market Salary Range: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.$44,800.00 - $69,400.00 AnnualOperating Company:Nobel BiocareEnvista 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.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.pdfRead moreNobel BiocareOperating Company:Nobel BiocareLocation:United States of America, Wisconsin, MadisonDate Posted:July 20 , 2026Req Number:R5026840BenefitsCaring for our employees and their familiesHealth & WellbeingWe offer comprehensive programs designed to support the health and wellbeing of our employees and their families. From medical coverage to wellness resources, we prioritize helping our people thrive both physically and mentally.Retirement & Financial BenefitsWe are committed to supporting our employees’ financial wellbeing—today and in the future. Our competitive compensation and retirement or savings programs are designed to help employees build financial confidence at every stage of their careers.Life & Disability InsuranceWe provide benefits that help protect employees and their loved ones when it matters most. Depending on location, our life and disability programs offer valuable financial security and added peace of mind during unexpected life events.Paid Time OffWe know that time away from work is essential for rest, balance, and personal priorities. Our paid time off, holidays, and leave programs are designed to give employees the flexibility to recharge and take care of what matters most.Learning & Career DevelopmentWe believe in investing in our people. Through learning opportunities, development programs, and career growth pathways, we empower employees to build meaningful careers and continue growing with us.Our hiring processAt Envista, we’re committed to helping you feel confident and prepared every step of the way. Our interview guide will walk you through what to expect, how to showcase your strengths, and how you can make an impact by helping us champion dental professionals and improve lives.1. Application ReviewAfter you apply, our team will review your experience and qualifications. If your background aligns with the role, a recruiter will reach out to discuss the opportunity and next steps.2. InterviewsYou’ll meet with members of the hiring team to learn more about the role and share your experience. Depending on the position, this may include multiple conversations focused on your skills, experience, and how you can make an impact.3. Offer DecisionIf selected, you’ll receive an offer outlining compensation, benefits, and other details. Our team will guide you through the process and answer any questions to help you make an informed decision.4. OnboardingOnce you join, we’ll support your transition with onboarding resources and guidance to help you get started and feel connected from day one.