Customer Service Representative

• Promptly answer a high volume of customer phone calls professionally within department standards.
• Processes dealer and end-user orders received by fax, email, EDI, mail, or via phone.
• Respond to customer inquiries and requests and resolves issues via the Customer Relationship Management (CRM) system.
• 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 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.
• Supports sales efforts by promoting additional products and services.
• Creates and maintains customer accounts.
• Proactively inform 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 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 training on and offsite when needed.
• Follows company policies and procedures including quality and safety.

• High school diploma or equivalent required.
• Minimum of 1 year of relevant customer service experience including answering high volume calls required.
• Experience performing administrative duties including responding to email correspondences professionally and electronic documentation management is required.

• Ability to type 40 wpm with 95% accuracy required.
• Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
• Proven success in quickly learning computer systems required.
• Strong attention to detail is required.
• Professional and 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.

• 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.

Envista