Essential Duties and Responsibilities:
- Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
- Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
- Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
- Proactively informs leadership of any issues or challenges foreseen.
- Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
- Create and maintain customer accounts.
- Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
- Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
- Engage customers through outreach to ensure product satisfaction.
- Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
- Leverage optical knowledge to resolve complex technical issues presented by customers, sales reps and internal peers.
- Analyze and troubleshoot provided data used to manufacture products, including but not limited to prescription and measurement data.
- Recommend specific products to proactively close phone sales.
- 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.
- Attends required department trainings or events on and offsite when needed.
- Follows 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.
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
- 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.
- Optical background preferred
- American Board of Opticianry (ABO) certification preferred but not required
Skills and Abilities:
- Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
- Proven success in quickly learning computer systems required.
- Excellent data entry accuracy and strong attention to detail 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.
- Comfortable providing training and guidance to peers on technical processes and best practices.
- Ability to troubleshoot to resolution 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.
Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Constantly sits/stands.
- 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.
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