Customer Care Representative I

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promptly answers a high volume of customer phone calls professionally within department standards.
• Handles internal and external customer inquiries via Customer Relationship Management (CRM).
• Develops and maintains knowledge of the majority of product lines.
• 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 Enterprise Resource Planning (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.
• Creates and maintains customer accounts.
• Completes special projects to support internal and external customers.
• Consistently meets individual goals and objectives.
• Proactively informs 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 Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Attends required department training on and offsite when needed.
• Follows company policies and procedures including quality and safety.