Customer Engagement Representative

Nobel Biocare; Madison (WI); Hybrid; USD 52,000 - 62,000; Full time

Job summary

Nobel Biocare in Madison, WI is seeking a Customer Engagement Representative to qualify warm leads, book appointments for outside sales, and support a high-performing team in a hybrid on-site role. This position emphasizes strong phone communication, time management, and customer service to ensure smooth handoffs from Marketing to Sales.

As part of a collaborative environment, you will use our CRM system, participate in daily KPI reviews, and work with Marketing, Sales, R&D, and Regulatory

Qualifications

• Must qualify inbound marketing leads and schedule sales appointments.
• Strong time management, customer service, and organizational skills.
• Excellent phone communication and ability to work with CRM systems.

Responsibilities

• Qualifies inbound marketing leads and schedules sales appointments.
• Maintains CRM and follows standard work.
• Supports field sales with seamless lead handoffs.
• Consistently meets daily, monthly, quarterly appointment targets.
• Collaborates with Marketing, Sales, R&D, and Regulatory Affairs as needed.
• Participates in daily management and KPI reviews.
• Attends trainings and adheres to quality and safety policies.

Skills

Time management

Customer service

Organization skills

Phone communication

CRM experience

Tools

CRM software

Job description

Job Description

The Customer Engagement Representative is responsible for qualifying warm leads through Marketing and booking appointments for the outside sales representatives. This is a hybrid position (4 days per week on-site in Madison) and will require someone with great time management, customer service, and organization skills. The ideal person will have great phone communication skills as well.

Essential Duties And Responsibilities

• Qualifies inbound marketing leads and schedules sales appointments.
• Utilize the Customer Relationship Management (CRM) system and following standard work.
• Maintains open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales.
• Meets individual daily, monthly, and quarterly sales appointment targets.
• Maintains a high level of product knowledge to support a high level of conversion rate from lead to appointment by providing prospective customers with consultations over the phone.
• Effectively collaborates with multiple departments such as Marketing, Sales, Research & Development, and Regulatory Affairs when needed to support customer satisfaction.
• Attends, understands, and actively participates in Daily Management meetings to stay abreast of Key Performance Indicators (KPIs) and top priorities including the status of appointment metrics and conversion rate.
• Participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Attends required department trainings on and offsite when needed.
• Follows company policies and procedures including quality and safety.