Job Description:
ABOUT ENVISTA HOLDINGS CORPORATION
Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.
Job Description:
POSITION SUMMARY:
Position Summary: The International Customer Care Representative will be responsible for accurately entering overseas orders promptly and professionally. Individual will respond 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:
§ Through the utilization of a Customer Relationship Management (CRM) system, perform the following within department standards: respond to customer inquiries and requests; and resolve issues.
§ Regularly monitor assigned open cases in the CRM system and prioritize cases to ensure department goals are met while providing exceptional customer service.
§ Process customer orders and complaints in 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, 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.
§ 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 training on and offsite when needed.
§ Follow 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 Requirements:
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.
Education and Experience:
§ B2+ level of English proficiency in all domains
§ High school diploma or equivalent required.
§ Minimum of 1-year relevant customer service work experience required.
§ 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.
§ Strong attention to detail is 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.
PREFERRED SKILLS:
· Great communication skills
· Ability to perform tasks with limited supervision
OTHER QUALIFICATIONS:
Physical Demands: Reasonable accommodation 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.
Job Requirements:
ABOUT ENVISTA HOLDINGS CORPORATION
Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.
Job Description:
POSITION SUMMARY:
Position Summary: The International Customer Care Representative will be responsible for accurately entering overseas orders promptly and professionally. Individual will respond 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:
§ Through the utilization of a Customer Relationship Management (CRM) system, perform the following within department standards: respond to customer inquiries and requests; and resolve issues.
§ Regularly monitor assigned open cases in the CRM system and prioritize cases to ensure department goals are met while providing exceptional customer service.
§ Process customer orders and complaints in 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, 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.
§ 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 training on and offsite when needed.
§ Follow 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 Requirements:
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.
Education and Experience:
§ B2+ level of English proficiency in all domains
§ High school diploma or equivalent required.
§ Minimum of 1-year relevant customer service work experience required.
§ 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.
§ Strong attention to detail is 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.
PREFERRED SKILLS:
· Great communication skills
· Ability to perform tasks with limited supervision
OTHER QUALIFICATIONS:
Physical Demands:
envista