Customer Sales & Support Specialist (USA – Remote)

Job Description:

JOB SUMMARY: Responsible for maintaining customer satisfaction and promoting positive customer relations by reviewing, qualifying, and inputting customer orders and providing second level product-specific technical support in compliance with company procedures and FDA and ISO regulations.

ESSENTIAL DUTIES:

• Assist customers with product specific technical support and navigating company’s website, via email and telephone. Direct complex technical issues to appropriate company personnel (e.g. Technical Services Representatives, Inside Technical Sales Managers, Director of Technical Sales & Customer Service, or other appropriate person / department).
• Input customer orders into online ordering system in compliance with company policy; remaining watchful for anomalies, new customer orders, and duplicate customer profiles or promotions and upon review release orders to the distribution department for shipping. 
• Answer calls from the Direct Inward Dial (DID) and rotation. (the queue)
• Perform routine account related transactions, such as release of backordered product, account, and database maintenance.
• Uphold highest level of customer service including thorough understanding of procedures and processes.
• Communicate to sales personnel with information related to new customers and/or large orders in their respective territories.  
• Develop advanced product knowledge and regularly attend product training sessions on existing and new product lines and competitors’ product lines to maintain a current and technical understanding of all products.
• Maintain a thorough understanding of the Return Material Authorization (RMA) procedures.
• Provide input to develop and refine Customer Service procedures and processes.
• Assist IT Department with proofreading and beta testing new aspects of the online order entry system.
• Assist Technical Services and Inside Technical Sales Representatives as needed.
• Acts as primary back up to the Customer Service Representatives(gate).
• Supports different functions under the Customer Service umbrella: DSO, Custom Direct, CSS.

Job Requirements:

MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  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 duties.

EDUCATION and/or EXPERIENCE:  High School Diploma or GED required and 5 years customer service / inside sales experience in a corporate environment. (Retail experience is not applicable.)  Associate Degree preferred.  Experience with assisting customers with product specific technical support.

OTHER SKILLS and ABILITIES:

• Personable, friendly and able to deal effectively with customers and manage multiple priorities.
• Assertive, confident and able to work with minimal supervision.
• Intuitive and detail oriented, with excellent follow-up skills.
• Proficient in MS Word, Excel and Outlook.
• Excellent verbal and written communication skills.
• Ability to work in an ever changing and fast paced environment.
• Ability to think creatively while upholding a sense of urgency to produce positive customer service results.
• Capacity to comprehend and relay highly technical information.

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.

$20.90 – $28.20 per hour

Operating Company:

Implant Direct

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.