Customer Success Representative

Job Description

Interacts with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. May provide quotes, process sales order, document customer complaints, and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. May provide in-house training on non-technical customer support.

Responsibilities

• Provide exceptional customer service via phone, email, and CRM platforms. Process orders with >95% accuracy using Oracle Order Management System, ensuring adherence to compliance policies and delivering high-quality, accurate work.
• Serve as a customer advocate by proactively identifying and resolving issues. Handle customer inquiries, concerns, and complaints. Escalate complex issues to internal partners when necessary.
• Develop and maintain empathetic, professional relationships with both internal and external stakeholders.
• Exhibit professional communication skills, both verbally and in writing, ensuring clarity and effectiveness in all interactions.
• Build and maintain strong working relationships with internal teams, including, but not limited to, Accounts Receivable, Shipping, Sales, and Product Management.
• Take responsibility for special projects or additional duties within the Customer Experience department.
• Develop product knowledge, functioning as a resource for customers, sales reps, and other team members on product-related questions.
• Utilize Envista Business Systems (EBS) to improve processes and workflows. Track progress and facilitate problem-solving efforts.
• Maintain and monitor the CRM email inbox, ensuring timely responses to customer requests. Manage and resolve customer service requests with accuracy and professionalism.
  
  

Requirements

Job Requirements:

• High School Diploma or equivalent
• 2+ years of customer service experience, preferably in the dental or orthodontic industry.
• Experience with CRM platforms and Oracle Order Management System preferred
• Exceptional verbal and written communication skills, acute attention to detail, and the ability to prioritize tasks and multitask in a fast-paced environment.
• A can-do attitude with a willingness to take initiative, follow through on tasks, and continuously improve processes. Demonstrates commitment to the company’s CIRCLe values in all aspects of work.
• While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand. The employee must occasionally lift and move up to 10 pounds.
• The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  

IND123

Target 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.

$18.60 - $25.10 per hour

Operating Company

Ormco

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.

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: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista 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.